OLD MUTUAL - Lack of empathy, clear communication but quick to refund premiums

At the beginning of this year I took out a funeral policy for my cousin with Old Mutual. I was made aware of the 6 month waiting period. Premiums would be deducted off my account prior to the dates we had agreed on but I didn’t complain about this. Better be covered than not. Sadly my cousin passed away on the 25th June 2023 and the 6th debit order went off. When submitting my claim via WhatsApp chat, all document was sent. I just merely got a rejection sms and told of a refund will be processed. I decided to contact them and ask about the 6th premium deducted off my account on the day of her passing. The consultant said there is no proof on their system, the last debit order was in May and Old Mutual wouldn’t deducted on a Sunday. Meanwhile I have proof with my bank statement and bank notification. I’ve proceeded to lodge a complaint and now the matter has been sent to an arbitration committee and their turn around time is 20 working days. Meanwhile we would like to give our cousin a dignified funeral this weekend. I’m extremely upset and disappointed in their conduct and lack of communication when one is dealing with loss. I’m definitely reviewing all my other portfolios with Old Mutual after this grieve and would not recommend it at all.