Disgusting service

I have been a client since 2016,ive been paying my premium in time and never had a problem, until recently when my brother died who is extended member, I sent a claim on Tuesday the 3rd of July 2018, a lady called Phindile assured us that all the docs went through, I also received a confirmation of an sms to say within 24 to 48hours on the day, today the 5th July 2018,i did a follow, I was sent an sms that my assessor will call me her name is Sunnette, when I called a lady called Sibulelo kept on saying she can't be reached her phone is engaged, worse the funeral is on Saturday the 7th, how am I supposed to bury my brother when they give a run around, I'm so disappointed