Very disappointed in a big company like this

I've been having a avbob funeral policy for my granny for 5 yrs which she passed on last week and we buried her I have submitted a claim on Saturday 18th June 2022 and it's almost a week now the claim hasn't been processed by a lady call Khabonina Mtshise and no one can get hold of her or his team leader Nani Bokaba the branch has tried I've tried and Rossyln from head office has also tried....I've been taken from pillar 2 post I'm doing the follow up since Tuesday and I've been told about my initials that they need 2 b amendment which I don't understand why My initial is LW or WL same surname and I'd number which is ***