Frustrated and annoyed

Terrible service,poor communication. I was helping my grandmother with her claim sent the documents and everything they tell us the person we trying to claim for isn't covered. My question is how does our documents say that we covered that person and they tell us a different story.They still failing to send us proof that we didn't cover our family,they promise to call us back but never do.now they don't answer our calls. I would never recommend anyone taking up this funeral policy with imakamu totally ****ming old people making them believe that they can help them but fail to deliver.