Disgusted at service received

I am very dissapointed at the manner in which Momentum has been handling my father's funeral policy. The last statement we received was early last, of which my mother's details were incorrectly captured. My dad is 75 and of ill-health, everytime I call they want to ask him security questions or personal details which he cannot answer. I was told to send my mother's ID copy with three signatures, fill in the form that was sent to me, then send my dad's ID copy with his signature giving me consent to do queries regarding the policy on his behalf.

I did send those documents earlier in February this year and to this date I got no feedback. Today I took initiative to call Momentum just to find out if all is in order.

I was assisted by Thando who then said they cannot check anything regarding the policy without a curatorship letter, I understand rules are rules but the process of getting that letter is quite lengthy and all I wanted to find out was if all is in order with regards to the policy in question and documentation I was told to send.

Imagine something happens God forbid, then come claim time I'm told details were never updated correctly while I'm waiting for a mere curatorship letter. Rules are rules but I know in such cases, there are exceptions. I am not happy and I think this is more of the popular saying that "The aim of every insurance company is not to pay out."