Disappointed client

I use to think assupol is a reliable company however, I have a doubts now and I'm thinking of cancelling my existing funeral cover. They provided me a Fax number *** to send documents for a maturity claim. I struggled to find places or internet cafés to send fax, I called Assupol customer care line to inform them, one of their Agents gave me an email address and advised me to send the documents via email. I sent the required documents on 6 February 2023 via email to *** , I got this ref: DC/C*** till today I don't know if they forwarded those documents to the maturity claim department. It supposed to take 5 or 7 business days but nothing and no communication .From 18 February , I sent several follow up emails to: *** they don't even bother to reply. On 25 February 2023 I called their customer care line again and spoke to one of their Agent by the name of Portia wich she promised to do a follow up till today I don't know is she escalated or not. I then tried to look around and I find an internet café which is still faxing however, the fax doesn't go through, seemingly the fax number provided to me is not working I am not sure. All in all this is giving a second thought to trust Assupol, it is clear that should something happen to me , it will be difficult for my family to claim and I don't want my family experience what I'm experiencing now . I believe it is a campany duty to forward the clients documents to the right department when the client doesn't have access to do so.