Useless funeral cover

I've submitted a claim with doves, with the pandemic we have limited time to burry loved ones. I called an agent advice me on which documents to submit and promised to forward me a claim forms, till today I'm still waiting for her email, I took the liberty of downloading it and email it to the provided claims department to date no one has called or acknowledged my my mail. Their telephone lines are never answered, yes I understand that we are living under difficult times but death isd not a joke and when you have things In oder for such days but have to be disappointed. I had to use my money dispite being ready for such times. I'm really worried should anything happen to me would my family be assisted through this terrible times......