Terrible service

My dad had a funeral policy with hollard and he past on I'n july and it happened that the main beneficiary who is my brother got a car accident before claiming, then we called hollard and they advised that my mother should lodge a claim and also provide a doctor's note detailing that the beneficiary has been in Hospital ever since july ,we did that and everytime when we call and inquire we are being told stories that the person who was supposed to process the claim didn't and that now the person on the phone will do it immediately, however they deduct premiums from the bank account, we have paid over 2 premiums that we were not supposed to have paid and for over a month we haven't got anything and it Is difficult as all their branches have vanished, bearing in mind we have 2 other policies with them of which we are planning to close