Hollard funeral claim

My husband passed away on the 3rd December 2020. I went to jet for a claim and they told me to contact Hollard, I didn't understand why should I call hollard because I joined it through jet, it means that they are the ones to go through the process. I sent the documents to Hollard and they told me to wait for response in two working days. When I try to call them, they put on hold for almost an hour. They haven't respond even today. I'm still waiting.