SHOCKING TREATMENT FROM HOLLARD

My brother passed away unexpectedly on the 15 August 2018 and I lodged the claim with Hollard Insurance for the funeral policy payment as per the policy agreement I have with them. I provided all the documents on the 20 August 2018 as per their request and gave it in personally at the Parktown Hollard branch I also emailed it to them to ensure that everything was received. They confirmed receipt telephonically and advised that payment will be made within 24 to 48 hours. I waited and when it became clear that I would not be receiving payment I had to lend money and could only afford to give my brother a pauper's funeral which is highly degrading and traumatic I am still not over the trauma suffered. I have been phoning Hollard every day since the 22 August and have been sent from Pillar to post , they are not allowed to put a call through to a manager or team leader or claims assessor. They did not want to provide me with the complaints procedure or correct contact details and when I finally got the details it turned out to be the incorrect details that was provided therefore they not only left me in the lurch during my families time of bereavement but treated me like a simpleton by giving me incorrect contact details clearly they do not care about their clients, I have requested information on the status of the matter, I have enquired as to whether there are any documents that they need from me. I have not received one response. My brother leaves behind 4 small children who not only had their father ******ed but also had to deal with the undignified burial of their father as the mother was unemployed and could not afford the funeral therefore I turned to Hollard and THEY FAILED TO ASSIST .