Nightmare of dealing with Alexander Forbes

I took out a funeral policy with Alexander Forbes in 2015 for parents (Policy Number : ********** ) and my uncle. Aaron , the guy that assisted me guided me over the phone on how to complete the forms. I explained to him that my parents are divorced but I want to cover both of them, he then advised that nothing was impossible my mom would be the main policy holder and my father the extended member on my mom’s policy, I requested cover for R20 000 for each of them. I completed the forms and sent them back to Aaron, he confirmed all was well and life went on. My uncle passed away on 4th of March 2019, I submitted everything that Alexander Forbes requested on Tuesday and I waited for their promise of paying within 48 hours. Days went by and I had to keep following up with them because everything came to a standstill waiting for them to pay, they only paid on Friday, after fighting with them for so long. To them it was just a business transaction but for me I had to deal with losing my uncle and not having funds to do anything with regards to the funeral arrangements until they eventually decided to pay. I had to pay back whoever came through for me when I got paid. As if that was not enough, my father passed away on the 31st March 2019, I already had nightmares expecting what Alexander Forbes would do this time, I submitted everything as per the first claim and all seemed well until they came back and said the claim is declined because the death certificate states that my father is married!!!!! I had disclosed everything to them from the word go, have emails to back up my story! No, they are saying I was advised that my mother would be the main policy holder and my father the extended family but I ticked main member and spouse! If they saw that the form wasn’t completed correctly then why didn’t anyone say anything because I had told them the situation, they waited until i had to submit a claim to say the form wasn’t completed correctly! How convenient!!! They are now saying they will motivate for an ex gratia payment but they don’t know the outcome and they don’t have a turn around time . So basically I am at their mercy now, they can take a year or 5 to get back to me, I must just wait to hear from them. The funeral had to go on, had to make debt AGAIN! They don’t care about that. They always have turn around times but now they don’t have them because it suits them. How cruel could a company be! I’m dealing with losing 2 loved ones in 1 month and I have to deal with this now. The policy was meant to be for PEACE OF MIND, right now i know it was a hell hole policy, if I knew I wouldn’t have gone anywhere near anything written Alexander Forbes, here I am now! WAITING......who knows for how long and what the outcome will be.!!! Be WARNED!