Consultant being rude and not understanding

Good day

My name is Nkhayiso Nhlane my ID number is *** and I am claiming for Petrus Nkutha *** my uncle who has recently passed away

I am very ****ed at the level of incompetence from your consultants.

I submitted a claim on the 21st already and only today when I called was I told it would be escalated to claims and was promised a call back by Buyisiwe Mazibuko of which she did between 15:00 and 15:15, she is very very *********** and has absolutely no clue what walking in customers shoes means.

The claim has been declined but when she checked she saw that my uncle does appear on the system as one of the insured. My question to her was why the policy has been declined and she became rude and hung up. I am grieving and Buyisiwe has the nerve to hang up instead of escalating my claim.

If my claim is being rejected than I want all premiums paid from the start of the policy to be refunded so I can be able to bury my uncle because I was paying not to be stressing when such a time as this came.