Disappointed by Hollard while mourning the loss of my mom

<p>I have had a policy with hollard funeral insurance since 2014, the year I started working, I insured my mother under this policy for R30000. Beginning of March I made an upgrade on the policy to R50000 and was in formed by the consultant that because it was an upgrade it would commence from the day I made the upgrade. Last Monday I made a claim as my mother passed away on the 9th of September, the agent told me that I would get a payout of R52000 within 24 hours. On Wednesday morning last week the funds were still not in my account, bearing in mind that the funeral was Saturday 17th September. I called in to ask why the funds where not in my account and was informed that there was a dispute with my claim regarding the 6 months waiting period after speaking with various consultants and asking why the amount not in dispute also still hasn't been paid I was told to wait for an hour or two. I also asked why no one had bothered to inform me of the dispute and that there would be a delay in payment and the agent failed to reasonably answer me. I asked to speak to a senior official and was given a man by the name of Brian who told me that 1. my mother was over insured and that a party had insured her for R20000 before I took out my policy, i asked him who this person was and did not receive an answer. This is puzzling because no such funds were given to me for burial costs and why was I not informed of this when I did the upgrade, why was this only revealed to me at payout. 2. I was told that the 6 months period hadn't lapsed. This was strange considering what I was told when I made the upgrade, now they claimed that commencement was April and not March, which is convenient. I also found this puzzling because systems are designed with the 6 months in mind, would it not have picked up this when I made the claim call. </p> <p> </p> <p>Both Brian and a lady by the name of Lynat assured me that they'd listen to the recording and give me feedback within 48 hours, I have not yet received any feedback the 48 hours ended Friday evening. I did receive a voice message from Lynat which I returned Monday 19th however she'd gone home or wasn't at the office, I was assured that she'd get back to me Tuesday 20th and nothing. I also requested a copy of the recording made in March and have not received it. How do I know that when I eventually get the recording it won't be altered since it has taken so long to produce it? This matter has been handled incredibly poorly and i cannot even put to words what I have been put through by this company, I didn't expect this especially in my hour of need and such a horrible time in my life. My telephone bill will surely leave much to be desired and i will not let this go.</p> <p> </p> <p>Is the person who is responsible for payment, the one who's name appears on the bills not supposed to take preference? Who is this person that has benefited from my sorrow? I gave a copy of my mothers things to two people the only amount received was R3000. </p>