Bad insurance service and not reliable

Hello, I've opened a policy in April this year with standard bank insurance and they started deducting in May month. Later in August my cousin son passed away due to the attach and stab, we struggled with the burial and it took 3 weeks to bury him but we managed to make loans.

I forgot that I had a policy at standard bank, on 31st October 2023 I received an SMS saying my policy will lapse.

It's when I checked who was on that policy and I tried to send the documents and no response or communication at all and I follow up and I was told get a paper claim form from the branch cause the claims department won't attend anything but I submitted online and I've included policy number and other mails I included my ID number.

What annoys is no communication, no sms, no emails.

I didn't believe other people when they told me standard bank insurance is not reliable when it comes to claims