BADLY TRAINED STAFF

I am attending to a deceased estate. I was advised that the accidental death policy ino the deceased could be taken over by her surviving spouse as he was also included in the policy. I was told what docs to send. I sent the required docs on 21/10. Today (28/10) not having had any feedback and being concerned that the policy may lapse if a premium was not received, I phoned the client services dept to follow up. The call centre attendant advised me that it was not possible for the surviving spouse to take over the policy. Upon my insistence that I had previously been advised to the contrary she put me through to the claims call centre, whereupon I was told that the surviving spouse may indeed take over the policy but advising that there was a form that had to be completed and the surviving spouse's ID is required. The first person that I spoke to when I was initially told that the spouse could take the policy over did not tell me about the form or ID being required. The individual then undertook to email the form through to me. I have just received the form and it is for a RA. Not an accidental death policy. This cannot be correct. My frustration levels continue to rise