Poor service

I have submitted a claim on Monday the 21st of June 2021 and it is the 23rd of June 2021 and visited the Daveyton Branch only to find out the claim has not been touched from the claims department and no escalations have been done and the funeral is tomorrow and there are things that still need to paid so I can wrap up preparations and I cannot escalate because there is no reference number called the customer service line it is taking me from pillar to post in case like I wouldn't recommend anyone or I don't see myself continuing with this relationship I am desperate can someone come to my aid