Hollard funeral cover lie

I have submitted 5 claims for my moms funeral plan, One in edgars which was never submitted the 4 times via email and everytime you tell me you never received it or it fell in your spam,

My moms funeral is on thursday and we have no money for it how must we find over 14k to do a funeral when covid has just happened and none of us have money, Fix this today otherwise legal action will be taken