Bad service and bad attitude

I called safrican on the 25th October 2017 and i spoke to Neliswa Mzobotshi and asked her if mother had a policy with them as she passed away in 2012 and i was not aware of the policy until i saw a letter about the policy . She said to me that the policy is there and its R10 500 and that I should send thw BI...bank statement ...death certificate ect nd then the payment will be paid in 3days,now i sent all necessary documents and aftr 3days i called in and Neliswa said She doesnt know why its not paid and that she will call me as soon as she find out. She didnt call me up until i called and spoke to Puseletso who told me that she will ask Neliswa to call me nd then I send Neliswa an email and then she called and said because my mom passed away long ago she is not sure if it will be paid or not and said i should speak to Busi Mabaso who was very rude and the conversation was more of her interogating me because she was saying that its long that my mom passed away nd that if i was able to claim other policies why could i claim for this on and her tone of voice was very harsh nd she ended up saying send a motivational letter nd i asked if i should send directly to her she said no it will go to everyone under claims department. In the conversation she mentioned tht in 2012 Bonlive was even not part of them. Right now im even discouraged to write the moti ational letter as i could her from her attitude that they wont help me. I even told her that I was not aware of this policy cz i went to the govermeny department and gave them everything and thought they paid every policy. This lady was very rude and not helpful at all.