Useless Hollard company under Ackermans

I opened funeral cover five years ago with Hollard under Ackermans. On the 4th of August my mom passed. I claimed but there was no communication afterwards. I went to the store in PINETOWN to enquire, they told the want affidavit for relationship with my mother. I emailed it, till there's no communication. Good people don't join this useless, Ackermans funeral cover.