Waiting 2 months for Funeral cover payout

I took a Kaiser Chiefs funeral cover underwritten by Hollard on the 10th March 2017 for my unemployed brother, unfortunately he passed on the 17th March 2018. Little did i know that his untimely death with bring the most horrible experience when coming to claiming funds for his funeral services. To cut the long story short, i lodged a claim on the 19th March 2018 with a claim reference number CLM ********** 3.

I was informed that i must also submit a Certificate of Medical Attendance as my last policy premium was not deducted yet to make it full year, which i understood and went to the hospital to get the CMA completed by the doctor, i was charged R350, fine. On the 29th March, i was told to bring the medical history from 2015 from the hospital, then i drove back to the hospital in Venda and we struggled with the hospital to find my brothers file for two weeks, afterwards they managed to locate the file and was told to pay R380 for the copies to be made from the file of which i comp**** with, then i handed them at Hollard Polokwane branch on the 19th April 2018 on my way back to Pretoria. Since then it is almost a month without hearing anything from Hollard, no communication nothing. Its almost two months now waiting for payment or repudiation , i lost hope already.

I tried on several occasions to find out if they received everything they needed from me and i was told that the matter is with Risk, they cant assist me further and i must just wait and it can even take up to another 3 months , really? I thought funeral policy is for burial purposes and nothing else, but with Hollard it appears to me like a money making scheme of some sort.i must just wait until Jesus comes, that very much unfair to me as i never skipped any monthly contribution ever since i took this policy.

The medical records from 2014 were submitted to your offices, about fifty something pages and if you find reasons to repudiate my claim ,please do as such so that we can close this matter once and for all. I hope you will attend to this matter and give feed back as your call center agents cannot assist in this regard