FNB Insurance is the worst, their customer service stinks

I logged a funeral claim on Thursday, I have not gotten any response from them, whenever I tried to follow up I was told the claim is still within the 48hours, I must wait, I waited, on Saturday when I called them I was td that there's nothing they can help with, today is day 4, no feedback and no update from them, I had given them 2 numbers in case they wanted to call me, still nothing, yesterday was the day of the funeral. My question now is why have a funeral cover and still run around borrowing money to cover the costs.