My aunt tried to claim for a funeral at Hollard with no luck

My unt tried to claim for a funeral insurance o. Tuesday the 10th October 2017 and she spoke with Lebogang and he tried to help her but the was a time where they got cut off but Lebogang phone back with ********** 510 and this is the reference number ********** 765. My aunt tried to phone yesterday but with no luck and she decided to go to Pep stores in Mount Frere. They tried to help her fill in a form for Hollard using the above reference but there is nothing happening. The funeral is tomorrow but there is no money for paying for the funeral arrangements. This is sad that when they campaign they promise you that the claim takes 24hours. Can someone help this old lady and phone **********