Unfair treatment and neglegence at Russells Furniture

Good day I am writing this review on behalf of my mother.My dad passed away on the 9th of July 2020 and he had an account with Russell Furnitures.His account was up to date and he had a funeral cover that he was told he would receive if he passed away.On the 17th of July my mother went to Russells Furnitures in Cathcard Road and the manager said she will call my mother she didn't.We have gone there several times and the manager said she still needs to email the documents.My problem is that what if we were depending on this money for the funeral then it means my dad would still be at the motuary.Why is it that now that we have to get a payout we are struggling but my dad was paying every month on time.I am deeply dissapointed at Russells Furnitures at one point we were told that there is no one at head office to answer our calls.People should be carefull when opening these accounts.Russell Furnitures seems to be ****ing they do not have customer urgency and customer services