Unhappy Client Funeral claim not processed 3 weeks later

I took a funeral Policy with Abacus Life and I am shocked at the service I received, my uncle passed on the 26 May 2021 and I called Abacus Life on the 28th May and sent all the documents they requested.It's been 3 weeks and I have spoken to 10 different agents and still no payment was done. 1 agent laughed at me and told me that he can't help me his managers are working from home and my policy is missing. I am shocked at the level of insensitivity and how unprofessional they are!!!!! I have been paying my premiums from August 2019-May 2021.I don't understand how is that they received payments every month and now comes payout time then my policy is missing??? I am now considering taking legal actions against Abacus Life(Pep)