Bad service and no phone etiquette!! Please pay me!

I problem with the claims department.I lodged a claim with Assupol last week 17 November but no payment has been done. The consultant called last week to ask how am I related to the deceased and I said he is my cousin. He also called the person who registered the death who says he knows me as the cousin. Since last week the consultant Legomela Komate called me four times with same questions. How do I relate? Today he called me again and said if I don't give information he will withhold my claim and dropped the phone in my hear.