Clientele refused to process my claim the time I needed it

This is the worse policy that you can ever take it's not a policy intact these guys are running a business, we lost a family member yesterday today after receiving all the documents from the mortuary ,they requested that we forward the documents in which we did forward after that no one got back to us we are stressed as I write this now as a family member we can't do any preparations because the funeral must be on Sunday and these so called clientele guys are nowhere to be found as they told us they don't work on weekends they don't take any calls after 16H00 I mean what kind of nonsense is that I just lost a loved one and these guys are telling me that I need to wait for Monday for them to process a claim how will I lay my loved one to rest ,I never missed a any payment, I've never been so depressed and helpless in my life like this is when you hear the name clientele run away !!!!!!