FNB Life funeral claim

It is just unacceptable how I must struggle to get info from FNB Life regarding my claim. We have lost a loved one and are mourning the loss and then we have to struggle to get a claim through. I am the beneficiary and payer of the policy, but after several calls I am told they can not give me info and my mom needs to sign the form. How is that possible? Then on a next call they inform me they can not give me any info they have to talk to my mom. She is very ill and struggle to talk due to Covid. What is the use of me taking out this policy if this is the service you get from FNB? We can not make arrangements and payment for the burial. What must I do? How can we help you.......you do not deliver on your slogan