abhorrent service and behavior

i called assupol to log a claim when my Grandmother passed away , i spoke to a consultant who did not want to confirm thier name ,she said her name was Thandeka Mcitheka or Thandeka Mcibi as i asked her to confirm her name and she said she wont tell me her name even thou the calls were recorded.I had a bad experience with the consultant as she did not show compassion,sympathy,kindness,humanity and tenderness.I was expecting the consultant to show sorrow and empathy in my time of need instead she hung up the call ,tried to call again as i inform her i will report her to Hello Peter and she hung up again for the second time.She did not show pity as i used my last airtime to make a call,she called back claiming the call was disconnected but again she did not want to confirm her name ,that proved to me that she understood that she was not acting ethically when she was assisting me. i had to call again.The service on my first time claiming with assupol after bieng a client with three policies ,service was abhorrent.