FUNERAL COVER NOT CLAIMED

hello peter, i am sending this complaint on behalf of my son whos 21 and has no access to a phone as it takes long to get through, so my husband passed away on4th August this year, we had taken out a funeral policy in Dec2020 ,so the funeral claim had been submitted on 25th Aug,First it took long to hear back from claims,and then were told there is no policy, investigation was done, and we were told there is nothing they can do to assist,when i asked the person that called us about one of the policies, she got agitated with me and said i was rude to her,which was not the case, i believe i am entitled to ask questions and need an answer, Anyway, so sent mail for someone to call me back as i now need a replay of a conversation that took place earlier, this year while my husband was still alive as i wanted to increase the policy because we realized that the policy that he had with Avbob might not cover all, and that was exactly the case, so it costed me to make a loan for the coffin knowing that we have this funeral policy with std bank , and that we would be OK, BUT i am still waiting after sending this call a month ago, i need them to hear the telephonic discussion with regards to the policy that needed to have more money into to cover the debit order, i hope to hear back from you soonest, thanks, evelyn