MY GRANDMOTHER WILL TURN INTO ICE , HOLLARD REFUSE TO PAY MY LATE GRANDMOTHERS POLICY.

I AM SO FUSTRATED RIGHT NOW, I TOOK A FUNERAL POLICY WITH HOLLARD ABOUT TWO YEARS AGO FOR MY GRAND MOTHER, ON THE 28 SEPTEMBER SHE 2017 SHE PASSED ON. SHE HAS TWO ID BOOKS, ONE BEFORE SHE WAS MAARIED AND ONE AFTER SHE GOT MARRIED WITH TWO DIFFERENT ID NUMBERS. HOME AFFAIRS HAS ISSUED US WITH A HAND WRITTEN DEATH CERTIFICATE FOR HER SECOND ID (MARRIEGE SURNAME) WHICH IS THE SAME ID THAT I USED WHEN I TOOK HER POLICY WITH HOLLARD, THE HAND WRITTED DEATH CERTIFICATE HAS A CONFIRMATION LETTER FROM HOME AFFAIRS THAT THEIR HEARD OFFICE HS NOT CLEARED THE FIRST ID NUMBER HANCE THE HAND WRITTEN DOCUMENTS TO PROCEED WITH FUNERAL AGGARNEMENTS.I CLAIMED WITH HOLLARD LAST WEEK ON THE 5TH October 2017 and I was advised that everything is in order and payout is within 24Hrs. This morning when I called in I was told that they cannot pay my claim as the death certificate is hand written and not computerized, SECONDLY THEY SAY HOME AFFAIRS CONFIRMED MY Grandmother as alive but they refuse to provide me with that documentation so I can take it up with home affairs. All they can say is that its confidential and they cannot share the information received from home affairs with me, I do not trust what they say to be true as they refused to send that in writing so I can take it up with home affairs. I spoke to a service a very ruse service consultant I think from Kempton park branch Sibongile Ubisi And her useless manager Kgomotso Sebaka that told me to call their call center ********** for assistance as nothing can be done in my case .WHY SHOULD I CALL A CALL CENTER TO CLEARIFICATION IF YOU ARE TELLING ME THAT MY CLAIM WILL NOT BE PAID OUT. MY GRANNY IS DEAD AND NOT EVEN HOME AFFAIRS CAN WAKE HER UP. SHE DIED ON TH 28/09/2017 AND I NEED TO BURY HER ON THE 14/10/2017 AND WE ARE BURING HER IN EASTERN CAPE. ITS SO REDICULOURS THAT AN OLDER PERSON WILL HAVE TO TURN INTO ICE BEFORE WE COULD LAY HER TO REST. HOME AFFAIRS WILL TAKE TIME TO CLEAR HER OLD ID AND UNTILL THEM EVEN IF IT’S NEXT YEAR, HOLLARD WILL NOT PAY OUT FOR HER BURRIAL THAT I HAVE BEEN PAYING FOR WITHOUT FAIL.