A very pathetic service that I received from their consultants

A very pathetic service that I received from their consultants. I claimed using their whatsApp number and they told me that they don't know about this feature because it is a new application. So I asked them to send me the application forms they did and I send them back with the relevant documentation for the funeral claim. Now they keep on saying I must send them again because they didn't receive them. They have to pay out after 48 hours but till now nothing happened. It's delaying the funeral arrangements.