Disgusting service

On the 10/08/21 at 08:27 or 15:39, I spoke to a lady who assisted me and told me how to claim for a funeral policy, I then asked if the beneficiary does not have a bank account what do we do, she then told me we can use a 3rd party account and just send an affidavit confirming bank details of the 3rd party, the document should be written by the beneficiary and she also asked us to call when the beneficiary is available. Call ref ***.

We sent the required documents and called as advised on ref ***, we decided to call this morning at 09:20, the lady that we spoke to told us a different story about a 3rd party payment, she was very rude and very unprofessional, when I asked to her about what we were told, she just ignored me and asked to speak to the beneficiary, the beneficiary is old and some of the things he does not understand hence he asked I speak on his behalf, when I asked for the ref number and her name and surname, she just hung up on me.

The service provided by your call centre staff is disgusting, we have lost a loved one, I really do not understand why do we have to go through this to burry our loved one, we have arranged for the funeral already, when will we burry my aunt when you guys have not yet processed our claim.