Pathetic Customer Service

Once again pathetic service received from Hollard Insurance. My mother passed away last month and had to wait more than a week, after submitting the claim, for payment. I call the call center to follow up, agents simply drop the phone. I request for managers to call. Constantly in a meetings. Would like to know what those meetings were about. Clearly not about improving customer service and providing adequate training to agents or hiring competent staff. I left messages for those managers to call me. I simply get the middle finger. Luckily my brother had an old mutual funeral policy. He summitted docs the morning and received payment the very same day. What about those Hollard customers who do not have a second option?I have submitted another claim as i have a cash back option on my own funeral policy. Its ridiculous spending 30 minutes on the phone being sent from pillar to post. Again managers are in meetings. Left a message with agent Jennifer Nyiranda requesting a manager Percy Mampe to call me. Its been 3 days. Still no call or payment. Again i get the middle finger. Hollard was quick to notify me via SMS of 2 premium increases in one month. Clearly me being a loyal customer for more than 15 years is not important to you. Clearly my requests made are not important to you. I waste time and not to mention the money spent on the numerous calls made to your offices. Can you please just pay the money that's due to me. Its time for me to look at other companies. I am sure they will value me as a customer and not give this poor and pathetic service received from Hollard.