Funeral Policy Payout

I'm totally disgusted in the service I received so far from Edgar's with regards to my aunt that passed away. I phoned the Edgars customer service center on the 14th of September to advise of my aunt's passing and the procedure I need to follow for the funeral claim to be paid out. I was advised to go to an Edgars branch and everything will be sorted from there side. Myself and uncle went to Cradlestone Mall in the Westrand to hand in all the documentation on Monday the 18th, needless to say nobody knew what to do at the branch. I was given a "Claim form to complete" which was done with all the required documentation. The Lady at the counter then advise she will be scanning and emailing the doc's through to the relevant department. After standing in the Edgars for an hour. NOTHING WAS SORTED!!!! The First page was given back to us of the claim form and we were told it was sent to the relevant area. I today phoned Edgars Head office whom advised me after being on the phone with Cradlestone that they have no such documentation, which means my claim that was completed was probably thrown in the bin. I am disgusted in the manor this is being handled, This is a FUNERAL CLAIM obviously its urgent!!!!!!! Edgars should not be selling a product like this if there staff is not trained to deal with these matters as a matter of urgency.............its not called a funeral claim for nothing. I need someone to contact me asap with regards to this as its appalling how family members are getting treated in such a traumatic time.