FNB Life inefficient

My father passed away last week and I submitted a claim for his funeral policy I have with FNB. I have had no response on emails totally nothing. Today is Tuesday and still no correspondence. My father's body is in Lesotho waiting to be moved to Gauteng and we don't have enough funds. This bank has disapointed number of times. They say turnaround is 48hrs and payout can be 24hrs. I can't keep a policy that is not helpful when needed.