Absa Life query and client service/branch

I took funeral policy with Absa . Then unfortunately lost my sibling due to unnatural death , consultant at branch without even consulting calling on nothing on the spot just told me that the cover will not pay. Find used other means to bury my loved one , through advise from family member I then submitted documents . Of which now I had to resend more than 3 times at client service they ‘indicate documents not to be clear ‘ . After resending documents for the 4th time ,then they gave me documents to take to police station . Due to some destructions ,kept postponing . Strange thing happened,my account was in arrears whilst waiting to fix papers but then paid them with notification it will be updated . Very horyffying I decided to check my Insurance status only to discover that I’m no longer covered but whilst I made payments for 2 months arrears and the mail was sent month end December but whilst I paid before month end December . And the documents indicate that my policy was cancelled in October . Besides terrible service I’m getting from Absa . That includes account swoo from savings to cheque ,whereby the charges were not properly explained to me . And versus what explained to me it is also not true . I’ve being experiencing a terrible service from Absa with hope it might get better for the past 10 years . And I’m now taking a decision to look for a bank which I believe it has interest of people at heart but not only focused on numbers than client care . Very dissapointed .