Poorest service ever

I am trying to get information on a funeral claim for 2 weeks now. I went to the local branch - they did not want to open for me, said I must phone the Joburg nr. The consultant put the phone down in my ear after I told him my elderly father cannot speak to him due to not being able to hear on the phone anymore. I was able to verify all the details he asked me and I identified myself as his daughter. I am utterly disgusted at the way they treated us!