The SNAIL PACE

I've had a horrible claim delay from Standard Bank Funeral Insurance division earlier this year. Their reason for this is that they are working from home. I wonder if this means that working unsupervised away from the office is a reasonable excuse to process our claims at a snail pace. The claim was finally paid after several reminders from me. This was after the bereaved family had to borrow money from a loan shark in order to bury their loved one. Lately, they adopted a silent way of doing things, where they just stopped all communications to me. One of which is increasing policy premiums without letting me know about this in advance . Emails or queries are attended to at a slower pace longer than the stipulated 72 hours. I feel that they are deliberately sabotaging our trust in them.