Let the cover, cover in my time of need

I am frustrated at how The Unlimited is treating my sister with regards to processing her claim. the father of her child died on the 8th of Jan 2021, she sent her documents on the 13th, the forms had a doctors questionnaire, the deceased was going to Leratong Hospital. When we went to hospital they couldn’t give us his report, as we have seen in the media, Leratong Hospital was flooded in Jan. So my sister called the call center and explained the whole story, they said she must get a letter from the hospital, she did so, but still no money was paid. On 18th Jan, she went to the office in Randburg and the office was empty. She called on several occasion asking how far her claim was, but they keep telling her the assessor is still busy, they then said her documents are incomplete, Finally one guy was patient enough to explain which document was missing and it was the doctors questionnaire form, which she clearly stated on the form, that they must refer to the letter from the hospital. They then said they will take a look, but then came back after some days and said that they can’t process\pay out because they need the doctors questionnaire form to be filled-in. This back and forth is weighing heavy on her…The calling and travelling are costing her money , she doesn’t have. She can’t even mourn or comfort her child. How do you assist her in a situation she can’t control. Does she loose her money, because the hospital flooded? and now the doctors report is untraceable. it sound to me like *******. People don’t take out covers because want their money to be just taken by these company, they take covers, because they want to insure that they bury their loved ones decently.