Unhelpfull staff arogant staff

We discovered on the 27 of Sept that my deceased father in law has a policy with mibfa. I called them and they sent us the necessary documents. On the 3rd of October all the required documents were hand delivered by my husband who is the executor of the estate. We phoned a few times speaking to rude consultants only eventually to reach a lady who then advised they need a updated executorship letter, and this request was "posted" really who still send post is SA. We then went to court got the letter updated and handed that in on the 31st of October along with a requested bank mandate. Ever since then it has been a endless struggle. All we get is rude consultants who say we don't need to keep phoning, however if we don't phone nothing gets done. My husband then got hold of someone again yesterday who then told him the paperwork is now on the system and they require a certified copy of the letter of authority.... Now please tell me why you would need a certified copy if they are siting with the original. And apparently the other docs are also not certified, however I know it was as I got it certified. Nonetheless my husband then phoned again yesterday and advised that he will collect this document this morning and get it certified and return it. He was promised he can just come and collect it. He gets there this morning only to hear he is not allowed to see a consultant and that they will phone him when the file is ready for him to collect?????????????? How far has service delivery dropped in SA bad service is one thing but bad service from a company that only has staff with a bad attitude is ridiculous.