WORST CUSTOMER SERVICE-MAUPA LIFE

I lost my Dad and when its time to claim for the funeral payout things turned disasterous, firstly i was at their offices on tuesday the 11th July to submit the claim office was closed before their office hours, then wednesday i was told by the consultant that she doesnt know when she will submit my claim due to load shedding, a whole financial institution having to say that. i however gave them the benefit of the doubt with the hope that i will be able to get payment on friday. friday the whole day i tried desperately calling their office with no luck left more that ten missed calls and messages due to frustration of having to make payments for arrangements, no ne came back to me, which i ended up having to make loans. come monday still no one contacts me, i called and spoke to the consultant that was extremely rude her name is Kate. they come up with a whole lot of stories that my claim is declined due to my Dads name that i wrote on the firm is not on the ID my issue is they refuse to share my details that they have on their side by sending me an email with proof of what they have on the system. i dont trust them anymore as they confirmed that they also dont have a trail of my communication with them when is joined them and instead asked me to go to my previous employer to retrieve the emails as i used my employers email then. How unprofessional is that, a whole "financial institution" cant share my records with me because they lost the trail of communication. My issue is they dont even want to send me a record of what they have on their system so that i can prove for myself in black and white, instead they want me to come to their office thats always locked, i dont want to be engaging with rude unprofessional employees with the worst customer service face to face. this Kate lady even hung up on me when i asked her to share my records. SHE IS EXTREMELY RUDE AND TALKS OVER HER CUSTOMERS. I HOPE HER EMPLOYER SEES THIS AND LISTENS TO THE TELEPHONIC CONVERSATIONS THEIR WORKER HAS WITH THEIR CLIENTS. SHE IS WRONG FOR THE JOB AND SHOULD DEFINITELY NOT BE DEALING WITH PEOPLE THAT ARE GRIEVING