Bad client service and feedback on a simple matter

After my father passed away in June, funeral benefits were paid out by you. On 11 July I sent an email to your Client Service Dep requesting an update on the status of the policies and a policy schedule confirming my mother's continued cover....a simple request! Apart from requesting her ID copy on 19 July, I only received an apology letter from a consultant Yolande De Abreu Afonso on 7 Aug mentioning that my enquiry is receiving URGENT attention....URGENT?????? Doesn't seem like your clients are imported to you because 9 days have now since passed. Your promise of feedback within 48 hours or less means nothing!