Don't get funeral cover from fnb

The fnb funeral claims department is the worst department ever, my dad has been in the mortuary for over 2 weeks now, they don't provide details on what s happening and every time I call they are escalating but no tangible answers, the family is mourning we are in tears and the mortuary bill grows daily, the people there don't understand that they are dealing with people who have just lost loved ones, my heart bleeds and they don't care as long as they get paid and we can't bury our father, don't get funeral cover from fnb, we are already dealing with the fact that our beloved father was ******ed now we can't bury him and are not being told why