Funeral Cover

I opened a funeral cover for my mother. On 25 April 2019 my mother passed away and i notified them on 29 April 2019 and they asked me to send her death certificate via Whatsapp which I did. They then told me that they will access my case and call me back which they didn't until I called again on 2 May 2019. They told me to email them all the relevant documents which I did. They sent an sms saying I must send them 3 months bank statement and original death certificate which I did on the same day and called them back.I was told it would take 24-48 hours. I had to bury my mother with a loan meanwhile every month they received a premium from me.