client for 13 years but no payout

In 2002 we took out funeral policies for my husband and mother in law. Early 2015 we had a new broker. He visited us and said that there is better products with more benefits. We asked if the cover would start immediately, he said that it wouldn't be a problem because we a policy that we were going to replace. <br> <br> On 15 October 2015 my mother in law passed away. We supp**** all documents needed to Sanlam on Friday 16 October. On Wednesday (a day before the funeral) the phoned to say there would be no payout as \there was a 6 month waiting period". After a long fight they reconsidered and decided to pay me only R16 000.00 (replacing the actual amount of R 40 000.00).<br> <br> I feel that it was not our mistake and there shouldn't have been a waiting period as we only replaced the policy and did not cancel it. I feel like a number and not a valued client. I feel that I am only good enough to pay thousands of rands every month and when I needed their help and support all I got was stress and worry about how to pay a funeral. <br> <br> """