My Spouse passed away on the 28th of October yet no payment made for her funeral policy

Direct Axis - *** Elsa van der Walt. The first call with Bradrick refer. He told me what we need and that is what I sent. Although the Insured sent ALL the documents only the claim form and death certificate were saved. The second person told me the same, so I sent it again. Now you tell me you need all these documents again as per your email which was already sent more than 3 times, and you want it in PDF but now you want a letter of authority. First time I hear of that if an Insured is married to his spouse and his spouse passed away that he needs a letter of authority. I had to phone more than once to get no positive response. Sent 5 emails without positive response. My Insured tried to call yet the numbers are not working as call centres tend to be. Isn’t it sad that this husband lost his wife on the 28th of October. We are already on the 14th of November. And not once did anyone extend their condolences, and no payment has been received on a funeral plan of which the funeral has already taken place. Isn’t it ridiculous that not one person tried to contact the husband since he sent his documents. Isn’t it ridiculous that this claim has not been paid in two weeks since the documents were sent. Everything was sent. Two times I was told only the claim form and death certificate were received. And I have asked that you please sort this out but guess what. Nothing done or feedback received. Lodged a complaint but must wait 5 days for the complaint to be investigated. By then the Insured would have waited 3 weeks for a funeral policy payout