Terrible Service

I made a claim on my funeral cover for My father. He passed away on the 7 December. I initiated the claim 9 December. I had some documents that where short . I proceeded by attaching the documents on an email that I had received. Then called many times to enquire. I was always told it will sent to the relevant department. Days later I'm still waiting. What is going on why must I keep following up with no answers. I paid money to this funeral cover but now I must beg for answers . When must I mourn???? N Ngamlana