Heartbroken, Avbob no payout

It is heartbreaking that we are going through the most difficult time. My mother`s body is decomposed and i logged the claim telling them that we need to have an urgent funeral because of the status of the body. I sent through all required documents as a single attachment in one email, when i followed up a day later am told that they only received death certificate, am really frustrated and heartbroken. I forwarded the documents again directly to the consultant, 3 days later am still waiting. We burying my mother tomorrow, and i have been a loyal customer of Avbob for so many years, in times of need Avbob doesnt care. Consultants keep on telling me that there is nothing they can do. Am just over avbob