Misrepresentation/Worst and horrible service ever

My uncle took policies with Liberty Life via his employer the municipality. The agents that were helping them take the policies were from Qwa Qwa which is approximately 149km away from Arlington. The agent's name is Maditaba Suzan Moloi Lakaje. We called Maditaba from the morning of 20/03 together with my uncle. She gave us the worst possible attitude telling me how I am not a policy holder and screaming that can the policy holder not speak. This is after I had stated that she is on speaker I am with my uncle. I have worked for an insurance company and I know that details cannot be disclosed to a third party without the policy holder's consent. We brushed this off and my uncle told her that his father had passed away. She said I will call you at 12h00 I am driving. No remorse whatsoever.

After that we called her several times trying to get the claims process as we were busy with claims on the day. Eventually she told my uncle that in order for him to claim he has to come to her office at Qwa Qwa 149km away. We suggested that she emails the claim form so that we can send the required documents as we did with other policies, she refused and said he needs to be there in person to sign.

I then asked if my uncle was informed of the claims process and that he has to go to Qwa Qwa to claim, he said NO! I asked her if she informed him of this process she dropped the call on this phone number ***. We called back she gave the phone to some guy and that's when I decided to do everything now via the call centre.

The documents were sent to the call centre on the 20th and I called to confirm if I used the right email which is *** and the agent confirmed. The agent also confirmed that the claim is being processed. My uncle is telling me that he has not received the funds even today.

I am thoroughly disappointed by the treatment that our family members receive from Liberty's financial advisers. Once the payment happens I am helping my uncle move his policies to another company. Liberty's agents are ill mannered and lack professionalism when dealing with grieving people.