Funeral plan continuation

I had a funeral policy which I took for my parents. My mom passed on in April and my dad still covered for 6 months. Each time I contacted SBIB to continue with policy they took down my details and said someone will call me and my dad for continuation of the policy to date no one has called. When I called second time I spoke to Anele or Banele from service department who was very rude and disrespectful who was quick to pass the bug without listening for the reason for my call. We even went to the branch as advice by Boitumelo from claims department who was very helpful but was still not assisted because the branch was told the same thing that we will be called. What if something happens to my day it simply means he is not covered. I'm very disappointed with the service received regarding this policy. It has been a week waiting for the call now. You don't even get email response when you email them. I have proof of emails sent with no response.