Death claim

I called a the ackermans insurance call centre on the 4th November 2015 to find out how do I submit a claim for the funeral cover and dealt with a lady by the name of Eva Dipuo Maake and she advised me of the documents required for the claim of which the documents were submitted the very same day. I then asked how long does a claim take (turn-around time) and was told 3 days - which gave us time as the burial was held on the 7th - I then sent the lady an email to follow up on the 6th - which she never responded. Fortunately enough other policies we had paid and we were able to bury our father. The 9th of November I called the call centre to follow up, and held on their lines for the agent that was assisting me - which she never even answered my call - I was told a supervisor by the name of \Chantell Swindell"will call me which she never did. I called on the 10th and held on the line till I hung up - I called on the 11th only to find out that the claim was never even submitted - I was told that there forms that need to be completed which I don't understand why I was never advised of that in the first place - """