TFG Funeral Claim disgrace

I'm highly disappointed in TFG Claims department. I've submitted a claim (funeral) and ever since it's been a rollercoaster.I've spoke to 3 agents first was Mpana, Avile & Ashraf in a period of only 3 days with no luck. I've submitted most of the documents that was required however they had a problem with the police report. They said the report should only state whether it was natural or unnatural causes BUTTT when the police report was sent through the whole story changed. Monday, 27 March 2023 Avile the person I spoke too said that his superior will work with that report and will get back later that day or the next day 28 March 2023. Today Wednesday, 29 March I've done a follow up and that's when I spoke to Ashraf and he said unfortunately it still shows police report outstanding after I've sent it to them while one the phone and confirmed it was received but this guy with the name of Ashraf said unfortunately that is not enough information on the police report so ..... My aunt got shot and killed and that was stated in the police report and the investigation is still pending they don't know the motive for the shooting as yet BUT TFG claims department wants a proper report explaining what actually happened I quote "was the husband a gangster, were they ambused or were they bystanders". I've tried explaining to all agents that we DO NOT KNOW WHYYYYY she's been shot. I've asked them to speak to the investigating officer about any information that they needed from him but they said they can only speak to the claimant. For insist what if my uncle was a gangster and they got shot then what? He was not the account holder at the end of the day. According to my understanding I've not read anything in your "fine print" saying or asking for any of the information that you actually want. You asked for a police report and it was given IF any more information could be given we would've but like I've said it's a PENDING INVESTIGATION so no detail information can be give to any outsiders. I've tried speaking to the agents superior but they refused I had to ask questions via them they said they would phone me back but it's only when I phone them they would phone back or whatever the case I'm really really disappointed because NO ONE has been helpful ever since the claim was put through. I'm ALWAYS the one that needs to phone and ask what do you need they wouldn't phone to say this that or the other is missing. I would appreciate your help in this regard.