Unprocessed funeral claim

I’ve been calling in to Easypay Insurer a week after my mothers passing due to a funeral claim that I processed , it’s been another full week and I haven’t gotten the feedback I needed , their call centre team keep redirecting me to other people to to speak to however I get the same feedback stating 24 to 48 hours like I mentioned it’s been a week they can’t even when provide me with Proof of payment after stating they sent the money . This is really frustrating because what wouldn’t have happened if I was dependant on that money for a funeral , now that I borrowed money for the funeral I have to ensure it’s being paid back however Easypay has been giving excuses after excuses even if all required documentation has been sent they also keep stalling me stating it’s the bank issues there after it’s a different answer given , I really need help battling this company