Really bad service during tough times

My mom has passed away and we need to claim her funeral benefit and life cover.

I called in 4 days ago and requested the documents to be sent to me ( the policy holder's daughter and beneficiary)

The consultant advised she will send through the documents and I have not received requirements yet.

I've called back again and have been waiting to speak to someone for over an hour and the same for today.

It is so sad that we have to be at the administrators mercy when our loved ones have been paying the company for years.

Please contact me as soon as possible.