Funeral policy claim

On the 11 July 2025 we went to Emerald Life office in Port Elizabeth Newton Park , to submit a funeral claim of my deceased uncle . It’s a week later and no communication was made to us about we had to call a couple of times but they keep saying there are documents missing and we have been sending it but they say they haven’t received any documentation. Everytime we call same old story copy ID of the deceased is missing . We are still awaiting for them to be in contact with us and process the claim , it’s been a whole week .