NO Empathy and Lack of customer service

My mother-inlaw put in a claim with Hollard Funeral, she is the main policy holder and her sister just passed away. She asked me to help her with the paper work, which I sent to Hollard - see email below

From: Thandeka Dulaze <***> Date: Tue, Nov 9, 2021 at 10:58 AM Subject: Fwd: Claim Application To: <***>

Attention: Lesego ***

Good day

Please kindly find the attached claim form , ID Copies and bank details, IB1663 for Policy

Please note the funeral is on Thursday, Caroline contact number is *** which airtime must be sent to, Telkom network

Kind Regards Thandeka ***

To this day we have not received any communication from, we only received an sms saying Hollard will revert back in business, Since then we have been trying to get hold of Hollard as payment still does not reflect in her account. We are constantly following up but have not receiving any joy. I am very disappointed as she hasn't even received the R200 airtime she was promised when she took the policy. We have had to borrow the money to go ahead with funeral as she received any SMS saying she will get a response in 2 business days. How many days has been now, people are looking for the money. We called on Friday we were told it is IT's fault and they didn't do it on the system it was not follow up on. REALLY unacceptable service which has made my mother in-laws grief unbearable. Please fix this urgently