Poor, very poor service

Popcru Funeral Benefit Scheme insurance is providing funeral cover for Government employees who affiliated to the Popcru{Police and prison civil rights union}. I had a bereavement and submitted a claim to them via email on 29 September 2019 at 06h01am. Their initial response also via email was on 03 October 2019("they received my email and send condolences" ). On 14 October another response to say my documents are not correct. I am trying to think here if I didnt have another funeral cover, does Popcru Funeral Benefit Scheme understand what goes down in arranging to bury a beloved. The person who received the email was supposed to haved checked for discrepancies and immediately notify the claimant in that response sms. Then a call, nearly another week later to ask for these corrected documents. Then two other days followed before payment was made. When I narated the above to other colleagues, they had the exact experience with Popcru Funeral Benefit Scheme. The service of Popcru Funeral Benefit Scheme is beyond Poor. If they want to stay in business, step up your game and feel what the people on the ground feels when they so dearly need the insurance money. I can imagine the ordeal people must go through who only have funeral covers with them.