Because of a app no money?

I forward all relevant paperwork the 25th of January 2023 to Hollard Life after my mother passed away. I was told to use their app, feel sory for pensioners to use this app? Was told numerous times to forward a latest Edgards statement I did. I will struggle to receive the money from them to have a proper burial that is on the 27th of January. Seems like should I not reveive the money on time I will not be able to have a church service or flowers for my deceased mother who is still in the morqe. I am very disappointed to struggle like this when my mother passed away.