Finchoice playing a **** with the money they did deduct on peoples accounts every month, they full of empty promises

I have a funeral policy with them,I made a death claim on Monday I sent all the documents required as per contract via fax, I made a follow up on Tuesday and I didn't get any feedback, I called their customer service they told me they haven't received them that was on Wednesday, I tried to resent them via email twice, still no feedback, I called to make a follow up all these consultant are telling me different stories, on Friday they told me I should've received my money on Tuesday and they tried to come up with an excuse that fax is working 7 days, that means I'm gonna get in money on Monday, when I called again another consultant told me to resend my documents view a WhatsApp again on Saturday, that was the day of the funeral how can one get help with this kind of situation?