HORRIBLE EXPERIENCE WITH MY CLAIM

My brother passed away on the 1st December 2024 and i submitted the documents normally required by them as per previous claim when his wife passed on previously. e.g. death certificate, ID copy of the deceased etc. They advised that i had not submitted my ID copy which I submitted. They also asked for me to submit bank statement which I did not understand the reasoning as I have been using this bank account for years to pay my premiums and I was not asking them to pay another bank account - i submitted it anyway. Now the one I could not understand is a form asking to complete it with details that i had previously provided on the above documents like funeral parlor name and contact details, did they even check the documents to see the information or it is just a tick they had to do. I asked them to provide me with an explanation on why i should provide them with information already provided and even now I have not received any response. I have made a follow up with them and there is just silence on their side. This experience is screaming NOT TREATING CUISTOM,ERS FAIR. The funeral was on the 14 December 2024 and had to figure out where to get the funds as if i don't have a funeral policy that i pay diligently.

May i get a response from Hollard as this experience has left a bitter taste and pay my claim (***) - no decency at all and no respect for the client.