VODACOM LIFE GET YOUR ACT TOGETHER!!!

Where do I start with either them not responding to my complaints via email, to their ridiculous process or the fact that they are dragging my claim and creating steps that even their own staff has never heard off. I claimed under the funeral policy for a claim of 10k. This was my first time claiming and the process has been extremely bumpy. I called and to get the claims form so that I could log a claim and I was told that I needed to get cause of death first before even getting the forms. I thought maybe there are different forms for different types of death just to find out that it was nothing more than a ploy to delay things. I mean if he had asked simply "was it an accident or natural death" I would have given him an answer there and there but he wanted me to get the death certificate first. But I didn't make a fuss, I waited to get the forms and called back and her sent me the forms. and advised that all I needed was Certified Death Certificate, Certified copy of my and Deceased's ID, Copy of Notice of death B1 and Proof of banking details and statement not older than 3 months(stamped). I get the forms after 4 hours and surprise sunrise there are more things that were needed on top of having to fill then in front of a commissionaire of oath, at this point I am a bit irritated that there were certain information I wasn't told about but still relaxed. I do the necessary and send the documents through on a Wednesday morning. Friday comes no communication and no funds. We burry the deceased that Saturday. Monday I call and their response is we are verifying details, no explanation of anything I am told my assessor will call me. I send an email complaining on the lack of service. No response via email from the complaints department but I receive a call from the assessor who explains that she needs to verify details. She calls the next day and lets me know on the challenges of getting hold of some of the people that she needs to verify with and I give her details to assist her with that. The eventually she finishes her verification on 15/04 a week later from when I submitted the claim. She calls me on Thursday and says the claim is now going for review. No communication since that. I called in today and spoke to Client services who said she will send it to the assessor to give me feedback. I ask about the normal TAT is and she says 48hours after the claims has been submitted with all the relevant document. I ask about the review thing she says she has never heard of this when customers claim. So I think they are creating this unnecessary delay because I complained about their service. I mean a step that even your own staff has never heard of????? Am I supposed to just keep quiet and conform even when the service is bad???? Honestly I have never had any complaints with Vodacom itself but as for Vodacom Life I have been happy with the service until this point when it mattered. I am beyond frustrated and I will not keep quiet. I am not a person that complains so for me to have wasted my time to type this out says a lot. I will not be surprised if they try to cancel my policy just because I complained after this which I will also fight as there are no grounds and if I was kept up to date without having to complain first non of this would have have happened. YOU ARE HONESTLY JUST DELAYING THIS BECAUSE I CHALLANGED YOUR TAT. AND MIND YOU I STILL AVEN"T GOTTEN AN ACKNOWLEDEGMENT FROM THE COMPLAINTS DEPARTMENT ON ANY OF MY EMAILS TO THEM. I REALLY DIDN'T EXPECT THIS FROM YOU I AM DISSAPPOINTED MORE THAN ANGRY.