very bad service provided to a grieving family

May I please ask for your urgent assistance with the mentioned policy – My brother passed away on the 10th July due to unnatural cause. We submitted all the documents on Wednesday 17th July . There was a delay with obtaining the death certificate due to post modem There was a problem with the documents not completed correctly and I submitted all the documents with the help one of your consultants that was so kind to go through all the documents to ensure that the documents were completed as per your criteria . Feedback was then provided that the notice of death HPCSA number was not completed and the date stamp and the date signed are not the same . We went back to the offices Tuesday 23 July and we were unable to get the letter as the Department of Home affairs where the notice of death form were unbale to provide us with the letters as they do not issue the same. The explained that the date stamp is the date that my son identified the deceased and the date signed 12th July was the date that the post modem was done and the date stamp and date signed are different sections on the form hence the discrepancy .We were provided with a number for MR Mashego that would assist with any questions with regards to the concerns . I have been calling everyday since the claim was submitted to get feedback . I emailed the required information the same date I went to the office of . I even called to ensure that I gave them the cellphone number. This was done on the 23 July .After calling every to get a update I was only provided feedback on Friday 26th July that the cellphone number I provided does not exist . I called the number and it rang and went to Voicemail , 2 minutes after the call the number called me back . I called the call center and provided them with the feedback that the number does indeed exist and I was called back . I have been highlighting every day when I called the urgency of the policy being paid out . I am assisting my parents as this is their second child that passed away so its been a really difficult time for us as a family especially seeing that my brother was ******ed. My parents have been paying the policy every month without fail and it is very disappointing to have to struggle during this difficult time . I had to make a personal in order to give my brother I dignified funeral as IUA are not paying out the funeral claims – All the documents that was provided to IUA Business Solutions were provided to FNB and they paid out and provided us as a family a very good service in comparison with all of the delays that we are experiencing with IUA . I do realize that due to the circumstances of the death being unnatural that there will be delays and the payout will be delay but IUA is not being very considerate towards their clients during what is already a difficult and traumatizing time . The last respect we can do and show towards the deceased is to give them a dignified funeral and due to the delays we were not able to do this to my deceased brother and had to apply for personal loans in order to bury him but we made provision by taking up funeral claims . I have escalated this to the complaints department *** on Wednesday 24 July and the only feedback received was that the complaint has been assigned.I to trust you will be able to assist us as a grieving family during this difficult time. Policy / claim number ***