Appalling service

I took out an funeral cover on the 17th of January 2025 for Myself and 2 of my other extended family members .Inception date for policy was February 2025.My cousin who I had insured sadly passed on the 30th January 2025.I called Assupol to advise about the death i was advised that i could claim for Instant Death since it was Accidental.Claim forms were sent to me by Kholeka from Client services on the very same day (14th February 2025).I filled the forms back and emailed them to claims and got a reference(712966)it also stated that i would get a response/communication in 3 hours but that never happened .I called client services received feedback from a lady called named Singh and she advised that they would pay out and she escalated the query .Nothing happened after that so i called again and I was advised that the claim wasn't going to get paid it was sitting with management .I then explained to the consultant that my biggest frustration was that no one is communicating with me ,no mails no calls nothing .I was the only one who was making an effort to find out what was going on .On the very same day i received a text saying that they are working on the Claim and i would received contact in 48 hours(21st February 2024) .Guess what NO FEEDBACK .I called on the 26th February because they had debited the premium for my late cousin and asked what the progress of the claim was and the consultant told me it was declined by Jenice(on the 21st February 2025) with no explanation no communication nothing and that lead me to then why was I debited and she said she couldn't answer that question.The consultant made efforts to contact Jenice and understand what had happened and she called back to notify me that the claim was registered wrong that's why she declined it and it had to be re registered and no one was aware of this .

I really am concerned about being insured with Assupol ,is this how claims are dealt with ?Is this what my spouse or children are going to have to deal with when i pass on ?

This is appalling especially with such a delicate matter such as death of a loved one