Funeral claim

This company is the worst thing that I have ever dealt with. Friday I submitted funeral claim and they contacted me confirming all docs has been received and forwarded to claims department. I phoned them yersterday and they kept on telling me that the claim hasnt been captured. Today I phoned them again and now they need a copy of ID, I have send the ID and when I phone them to confirm they tell me they can't find the email and they droped the call. Am still waiting for the payout and I need to pay for all the preparations for this weekend. I am so frustrated right now.