Jet funeral benefit nightmare

My mother was a Jet club member and her account was always up to date. She unfortunately passed away on the 24th of December 2018. I went into the Jet store closest to me with all the required documents needed to make the funeral benefit claim. It is now over 3 weeks and I have gotten no response. I phoned Hollard and the agent I spoke to( Sphelele) told me he apparently cant help me I need to speak to his supervisor. I gave them my contact details and the supervisor never got hold of me. Then last week I emailed Hollard and just got an automated response which said that within 2 business days they would contact me. I am still waiting for them to contact me. So basically nobody can assist me? What happend to Jet funeral claims being paid out within 48 hours?