Bad experience and still waiting for feedback

I opened a policy with unlimited in 2020/2021 I'm not sure which year, and waiting period was 6 months. And I was adviced 48 hours for a payout. 2023, I lost my job however I made sure every month is paid even if it was late payments.

I lost my sister 8th of March 2024 Friday the morning and my whole world crashed and back in my head I needed to call so I can claim. However, I couldn't emotionally and mentally it was too much for me. I then Monday did that and the service I got I was told my sister was not covered and 2 hours later they called me to adviced they made a mistake. They forwarded me the claim forms. Tuesday, I then forwarded the claim forms with all the required support documentation. Wednesday and Thursday to do a follow-up with them to see if they recieved the documents and I didn't get any forward information. And I was supposed to bury my sister suterday. I then postponed the date for the following weekend. I called them on Friday in hopes of getting some type of answers and I don't know what to say to my family.

I called them and they advice they needed confirmation letter from the bank and I sent them and called them again. I was adviced about letter of authority, at this time I was ****ed of at them as they would want documents one by one. I called them again and needed explanation about this letter of authority and they called again and they adviced me they made another mistake, as it is my policy why would I needed authority to my own funds. They also advised about Microsoft problem they got the passed 2 days. I asked them as customer service why they can called they customers or text them about having technical issues as soon it is sorted they will get back to them.

I was then texted on Friday my claim has been assesd they will get back to me in 5 days, I then called them the morning so I can know what's going on as I know they will not take the curtesy in calling me back. I also complained to them I didn't get feddback from them about that complain up until today.

Monday morning I was adviced as I called them myself I will be send a text Tuesday the latest if my claim is successful or not. From the 12th of March and now it is the 21th of March I'm still waiting for my funds so I can bury my sister in peace. I'm fighting instead of mourning. I recieved a text on Tuesday I my policy claim has been approved and still no funds. I have only Friday to do shopping and preparing just one day.

I don't sleep nor eat because I know the funds might not come though as I waited this long. I have never be this devistated in stead of this predicament. Not even a singe consulted or manager is doing a follow up, I'm calling none stop and I'm not getting any assist.

Regards Nonzwakazi Makeleni