Arrogant and unfriendly death claim Agent

I received a call from old mutual regarding my late brothers claim. I advised the gentlement that called me i just got back from counselling and the doctor and today was a bad day for me as I was still crying during the call. He did not acknowledge me or what i was going through. He asked how am i related to the late i rep**** he is my brother he corrected me by saing he was your brother, this was so insensitive. I then advised that i got an injection therefore i am not able to provide him a bank statement today but rather tomorrow he was not happy with this and advised that why dont you go to the bank. The call went on as cold as it was he continued with the call, at the end I was still talking and he dropped the call. I want to know if the claimants are at the mercy of Old mutual's arrogant agents, because we claimed does this mean you can treat grieving clients in this manner. Part of the call is recorded so please listen to the call. I am unhappy with the service it was not friendly, empathetic, kind, understanding it has no client service elements to it. He did not read out anything that indicates he works for old mutual he just said im from old mutual and started the call in a non polite manner "you dont answer your phone is what he said in a confrontational way", i was not given a ref number either.