Funearal claim

I took a funeral cover with hollard/covision life 14 years ago and I have been paying for it monthly without fail. Policy number CV***0. I logged a claim for my dad's funeral on the 29 May 2025, I completed all documentation and I sent them to a lady by name of Motshidisi who couldn't even speak proper English and it looks like she's the only one that works there. She couldn't even answer any of my questions regarding the claim and she doesn't even know when it will be paid. This is really disturbing, calling a call centre and you hear noise and car hooters while they are supposed to be at work. Can I please get someone get the status of my claim urgently, how am i supposed to arrange for a funeral and be on a call with you guys all the time? The reason I took out this policy was because I thought it will make things easy for me when tragedy strikes. This is really unacceptable