No service on a funeral claim

I have been trying to get assistance from Hollard life on a funeral claim, since last week Friday, the phones were not g through, Monday I emailed all the documents as per the claim firm Tuesday again I nailed forms to another address, called them 3-4 times on Wednesday to follow up because my nails went into the Bermuda triangle, spoke to 2 Consultants Nasima and Nosipho who told me docs were received and escalated for processing, all documents have been sent I do all the following up, no feedback from Hollard, this morning I spoke to Percy the team leader at 9:30am, he said I will get a claim number, eventually I did get the claim number from him. This is the worst service I have received for such a sensitive tine in my family, the country is going through a lot and we are organising a funeral amidst all of that and yet in this trying time Hollard is treating us like this, this is appalling and why do you participate in insurance line you are clearly not capable of handling, the mortuary is not going to wait for my claim to be paid whenever you decide to on Friday morning everything needs to be finalised, you are dealing with people going through a traumatic time already and you become another obstacle in the process, thank you for nothing during a painful time to my family.