Stressed out

I'm very dissappointed about the service I'm receiving from this company.I made a claim on the funeral policy on tuesday and the consultant gave me a list of all the documents to send through .And I sent everything that was listed.Then I got an SMS saying there was an outstanding documents of the original id of the deceased which I needed to send on a cellphone number with my Id number as a reference .And sent it immidiately via an mms.Then I waited for feedback but there was non.When I tried to call yesterday I was told they never received my Id document I was suppose to send via WhatsApp.And it's going to take another 2days for them to evaluate the claim.And worse part is that the consultant asked about the day of the funeral which is today on Tuesday.Now I'm stressed about the payment to the funeral palour and whole lot of other that come with hosting a funeral.Im asking myself why I did pay for a funeral plan that is not there for you when you need it the most.I mean the funeral is today and I'm still waiting on them to come back.im really distressed and I wouldn't even wish for anyone to be in shoes right now