NOTHING TO BE DONE WHEN PHONING FOR ASSISTANCE

My mom passed away on the 2nd May 2018. You did not pay out because she was still in the waiting period - this I can understand. I asked to consultant if my dad can continue with the policy and he said yes. He asked me to e-mail the death certificate and wait 7 days before phoning again so that they can take my mom off the policy and then my dad can take over. I e-mailed the death certificate the same day and waited nearly 2 weeks before I phoned today and now I have to wait another 7 days because nothing was done in the first place. This is pathetic service as the lady told me this morning that we only have 30 days time to continue with the policy. The 30 days will end on the 2nd of June and now we will lose all the money we paid for the cover. This is unfair as the claims department did not do their job. I feel like my dad has to cancel all together and go somewhere else where else where he will get the service that he deserves. You quick to take the money every month but when you need assistance or something to be done nothing happens. How long does the claims department take to take someone off a policy??? I thought this was the best option for my dad but now I am doubting it.