Unnacceptable Service Delivery

Terrible Terrible. I am trying lodge a claim for my funeral policy for my uncle that passed last week thursday and getting horrible service. We lodged the claim on monday and they assured us that it would be sorted within 48 hours, These claims are time sensitive for obvious reasons. This is where the issue started. The claim assesor needs to call the informant to confirm relationship to the deceased. After not hearing anything from ABSA, i decided to call in to follow up. They toldme that they have troied calling the informant but he's not answering. After much frustation, we establish that his phone is not working. So, i took the liberty to call in again and supply them with another contact number to get hold of him on. I had to make a plan to get him to a phone and wait for the phonecall. It was at this point that the call centre agent tells me that the assessor is busy. So, i asked the service advisor if i can kndly speak to a manager because he was not understanding what i was trying to explain that the informant cant just wait by this phone (thats not his) for a phone call. I asked very nicely to and did my best to explain the situation. The advisor then tells me if i would like to lodge a complaint and i said "No", i would like to speak to someone in charge. I knew that the call centre closes at 16h30 so voiced my concern that this is now going to be delayed a whole nother day if we dont get this done. I pleaded with the consultant. It was at this point, the advisor saw that it was 16h30 and HUNG UP ON ME. This all happend after i tried this process already with 2 other advisors.