We cannot bury our mom because of bad service

My sister has a funeral policy with them. They have been gladly deducting premiums all these months. Our mom has just passed on, now it is a hassle to claim for her burial. They asked for all documentation, which we faxed. Now they are coming up with stories that the cell number on the application is not the same one she used. We are talking about someone who is under a lot of stress due to our mom's passing. How do they expect her to remember which cell number she used when taking the policy? Now we cannot bury our mom in peace due to that. The customer service people are so rude that they just drop the phone in our ears when we try to get help. I am so disappointed with their service.