Assupol Life is very bad - they will sell you dreams when you sign up

My mother put a claim through while she was still in hospital due to covid for a family member who passed away. The family member happens to be a neighbor too. When assupol called to confirm the relations my mother explained the same but the guy from TopTop assupol only put that the deceased was a naighbor and therefore the claim was rejected. We called in to inform them of such, and that we could prove that the deceased is family and we have a brother and 2 sisters who can confirm the relations. We have since tried to obtain a letter as to why the claim was rejected and the recordings of all our calls to Assupol. They have been delaying, our last call with them they said their system is slow and they will get back to us. They have since not been picking up our calls at all. We needed the letter and the call recordings to take them to small claims or the Ombudsman. This is bad service. I am looking to cancel all policies once this matter is resolved. The agent responsible for our claim is also rude, she doesn't know how to treat customers.