Hollard funeral Policy its a ****

I got a funeral cover with hollard beginning november 2017. end on may this year my father in law passes away and I send through a claim, they took 2 weeks to respond to my claim, and they rejected my claim and they say it is because of pre existing conditions.. I then asked them to please send me through the call recording of when I was signing up the funeral cover. its been a month now since I've logged a complaint and writing through numerous emails and without any assistance, I am still waiting for the call recording until today.. I wanted the call recording in order for me to prove whether they explained to me about that clause as i'm pretty sure they never did that, as that would have been a redflag for me not to cover any of my parents on this funeral as as all of my parents are on some sort of chronic medication (Pre-existing conditions).. I call in every week to hollard call centre and I am always told that the complains department will give me a call, and nothing... this is the most unprofessional insurance company I know. they only respond to a funeral claim only after the funeral.. these people will always tell you that the calls are recorded, you can always get the copy, but when you request the copy, they do not give you..