account funeral plan

My mom had account at Foschini which it goes with funeral plan , unfortunately my mom passed away 20 April 18 then I called the head office claim dept. to make a claim I spoke to Karobo Nertia Zonke who also agree that my mom had funeral plan along with account the she emailed me forms on the 8 May 18 the very same day I submitted back the forms to ********** and copied ********** since then they never responded to me I wrote several emails to them nothing since from the 11 may up to today I cant get answers , my mom detailes are Julia Siyaphi Poholo ID ********** 43985 ,