No empathy for my dad's death

<p>I would like to log a complaint against Hollard, I have taken out a policy with them for both my parents in May of this year, and unfortunately my dad passed away in August- due to natural causes. I then proceeded to call the contact centre to ask how I go about claiming on the policy and was then advised that there was a waiting period, so I requested for a call recording as I cannot remember this been advised to me, the agent I spoke to was in fact very rude and showed no empathy to the fact that I lost my dad a few days prior to that. When I requested for the call recording I was informed that I will get a call from their complaints department and they will take it further.</p> <p>Two weeks passed and I received no communication, so I called back to the call centre and was advised the very same thing- but I was now advised that I will be refunded my premiums. As the policy was not an “old” policy, and that the complaints department to will contact me again. Still no response a few weeks passed and I called back when the last agent advised that the information the 2nd agent gave me regarding the refund is incorrect and that she will definitely log my request to have the call recording……still to date I have not heard anything back from anyone at Hollard.</p> <p> </p> <p>Furthermore after I had taken out the policy I was advised that within 7 days the documents will be sent to me and about a month later I didn’t receive anything so I had to call in and request this via email, on the documents I received it did not mention anything about waiting periods. If I had received the documents when I was initially advised, I would have been made aware of this and not have an issue.</p> <p> </p> <p>I find this very unprofessional as they are offering a service for funeral cover and they consultants show now empathy. I am appalled that no one has contacted me back, yet they provide us with reference numbers to seem like someone is dealing with the query.</p> <p> </p> <p>Can someone please assist and advise if there is a possibly that I can get a pay-out or the refund and the call recording</p>