Hollard / Jet funeral claim

My mom passed away on 19 December 2020. 9n the 21st December 2020 I called Hollard which did funeral policies for Jet. They informed me of the documents that they needed to complete my claim. They also informed me that because my mom took the plus cover there is also a policy at Metropolitan. I forwarded all the documents on the 24th December 2020.up until now I have not received any response from anyone. I have been calling all the numbers provided and just get a recorded message to be patient and hold on which I do for up to almost an hour. It's the 7th January and still nothing. I went to Hollard branch in Promenade and they also could not help me. And may I say the bad service I got that while I was busy speaking to the consultant she was on her phone on Facebook. She put me through to the same number that I have been calling the last two weeks which I told her and she just told me then she cannot help me. All of this while I am moarnig my mom's death and the frustration with the claim. I have used all the avenues to try and get some light in the claim I have submitted but I feel like I am failing in all my actions. I am very frustrated with the bad service. Will definitely not recommend Hollard /Jet to anyone and will in all my might tell as far as I can of the bad service I am receiving. L