Terrible service from Sanlam claims regarding a funeral policy.

Firstly last year my dad had a stroke in September. I contacted Sanlam to advise them if this as he was the policy holder for my mum and himself. On the 03/11/2020 I was told that I am now the authorized person on the policy. I even received an email from them. Unfortunately my mother was diagnosed with cancers in December and she sadly passed away I. The 04/02/21. On the 05/02/2021 I tried calling Sanlam about her funeral plan but no luck as no one answered and I could not wait. On the 08/02/2021 I sent an email and On the 09/02/21 they rep**** with form a to fill in so I sent filled it in and sent to them the same day. Then I got an email saying that they now need my father to sign a form. So i sent an email explaining about the stroke and attached the email from Sanlam saying that I am the authorized person. Then I was asked for a bank statement of my fathers to be stamped and sent to me. So I rep**** and told them that my dad does not have a bank Acc anymore as the payment is coming out of my bank for some years now. Then they asked me to fill out a third party claim. Now in the meantime I had to pay for the funeral with a credit card as I did not have the funds. But still when I asked why I should cause I am the authorized person they are now asking for a doctors note to say my father had a stroke. Is this for real. How is it that there is no communication that I am the authorized person. I even have proof that I was making the payment for over ten years now to them from my bank account. Still all I was told is we will get back to you. This is the worst service that we have received.