Incorrect information supp**** delay in claiming

3 weeks after we claim and the funeral with no response I call to follow up and I am told I am not the listed beneficiary as I was told on my first call they all of a sudden cannot find me, on top of the pain of a loss we still have to deal with chasing up and incorrect information being given and more time wasted what if we were depending on only that money to run the funeral? The worst service I have ever experienced.