Poor service from ABSA, I'm drained

My mother passed away last week and has a funeral policy with ABSA, she had this policy for over 10 years.We need the insurance to pay out so we can cover costs for my mother's funeral. On Monday 12th of March, I went in to ABSA Clearwater mall, I was there for 3 hours and left empty handed. I'm still waiting for email documents they were supposed to email me, to date have not received anything. I'm emotionally drained and have to deal with a struggle financially for my mother's funeral. I feel this it is totally unacceptable for clients to have to go through so much red tape during times like these. I'm so disappointed with the service I've received from ABSA.