Claim non-payment

I lodged a claim on the 28th of October 2019 and didn't receive anything. I contacted them and was told that they never received it. I claimed again with the assistance of the call centre agent and got a ticket number. Now it's more than 72 hours since I claimed and still nothing. I enquired again and was told my claim was never registered. I'm supposed to use this money to bury my dad and no one is assisting me. I am very frustrated because of this doves