Funeral claim that Hollard has made no effort to assist me with

My grandmother passed away and I have been waiting for 72hours for Hollard to make the claim and give the hire I have hired as a benefit on the policy.. My experience was diabolical. They sent me from pillar to post as they "offline" and once they were on, the promised my claim would be made that same day, and also they would contact the agency for the vehicle hire to get the funeral arrangements sorted. Now the funeral is tomorrow and Hollard hasn't even made the claim nor made a effort to contact the rental service so I'm left with no vehicle, no money to pay for the funeral services as I have exhausted all options.. It's disappointing that I should be dealing with this while grieving, they had no issues taking my premiums every month without fail but when I'm making the claim it's endless hassle. I don't know what to do