Hollard Funeral cover

I'm really disappointed with Hollard, this is the second policy I'm claiming from this company and I still get the same bad experience. I do not understand why we have to go to such lengths to get assistance .... it has been almost 3 months using my airtime to get through to these people and being told policy documents are not captured... Can I get help from someone who can help on a funeral cover policy number ***? I'm really saddened about this kind of treatment, or maybe you taking advantage of old people?