More compassionate and competent staff

<p>I called in to enquire about the process that needs to be followed to find out if my has an insurance on his loan. The reason for this is because he is in hospital as a result of him having cancer but the agents was just process orientated and not even show some empathy. She told me that she cant provide me with that info as i am a third party and i understand her point. I asked what i needed to do to be able to have excess to be able to help my dad and she said i need to get a letter from a lawyer and then sje placed me on hold and came back to advise me that her supervisor said i need a letter from court. So i must incur additional expenses to be able to use a service that he is paying for and she could not even give me the details of the insurer but kept on telling me that i need to go into the branch. Besides my anger i just feel the agent is not competent enough to deal with matters like this one and she was just not helpful. All i want to do is for put in a claim under the policy for a terminal illness claim and it seems i must first go to court to be able to do that.</p>