VERY ANGRY AT YOUR SERVICE!!!!

I took a funeral cover for my mother of which I couldn't claim in time because it was towards the end of December (weekend of the 27th), I made a notification to the company on the I had to borrow money with the hope of repaying it with the money that I was going to claim from Hollard. It happened that the notice of death form page 3 was misplaced but all other documents were sent and acknowledgement of receipt was done by the company and now they are telling me that they can't process my claim because of page 3, I sent the letter from the parlor that support all the info that I sent but still my claim is not processed and was told that its like I paid for nothing, I am forfeiting my money and R250 that was promised to be sent to me for arrangements in a form of airtime was never sent. I went to the funeral parlor to request page 3 to be redone and was told they wouldn't be able to do that, asked for the advice from Hollard and was told nothing they can do as well... Is it this bad to be a customer with you? If only I knew I was not going to cancel my old mutual cover for your cover. I am left with a loan that I was hoping to settle with this claim. Policy number is below.