No regard for Customer Experience

I have been assisting my disabled niece with a funeral claim that her mother (my sister) had on her Edgards account. Underwritten by Hollard. I was advised to liaise with them. - Contacted Call Centre on 29th of December (***) - Submitted docs on 8th of Jan (confirmation mail received) - Followed up on 15th of January - no response except for automated mail) - Sent mail to *** for assistance (received details from a colleague of mine) - Followed up on 26th of January - no response except for automated mail) - Followed up on 28th of January (around Funeral Insurance and the Family Provider Plan for R 57.25 pm - no response except for automated mail) - Escalated complaint to '***' on 28th of January - automated response - Escalated complaint again to '***' on 8th of February - automated response only To date my niece had to secure funds from somewhere else in order to pay for cremation. The service received from Hollard has been disappointing to say the least. Especially during a time of personal loss like this. No regard for the grieving process and the stress this placed on the family.