Such a pathetic service by Hollard

I made a funeral claim at Hollard with the Edgars department on the 19th May 2021 and submitted all documents required. There was no response then I emailed them to enquire about the progress on the 24th May, I just got an automated email that they have received my inquiry. About a week ago I called and spoke to Tholeka/Kholeka/Tholakele (I can't remember her name very well but it's between those 3 names) she confirmed that the documents were received but I didn't call to tell them that I have emailed back so she will process them. I lost mind and asked her that is she trying to tell me that those documents have been just lying on their email because I was supposed to call them and when Portia sent me the application form she did not mention that I must call after emailing the completed forms. She got aggitated and I'm not sure if she hung up on me or we got cut off. It took me 3 calls of listening to the answering machine before I could go through the Hollard Edgars department and I left the message that Tholakele (or wharever her name is) must call me back. Till today I never received a call. The person I was claiming on behalf of has not received any call or pay out till to date. I have actually started this process on the 12th February on their claims robot on Whatsapp but I'm not succeeding to get this claim finalised. It is so frustrating. What a pathetic service by Hollard Insurance.