Death claim with liberty insurance

I have made a death claim with liberty insurance. I was told that the payout is in 48 hours, but today is the 96 hour, yesterday I communicated with them twice, later I was told I should complete a form, from Monday communicating with them I was not told to fill a form. I was told to submit DHA 1663, id copies only. On Tuesday I was told to give them proof of account for them to make a payout. I have not paid funeral parlor till this moment, my arrangement with the parlor was the payment will be done yesterday already.

Their incompetence is costing me emotionally as well, yesterday I fought with them. I ran out of resources. At 8 I call them, and ask them to call me back, more than an hour, they have not contacted me. 💔💔💔😭😭😭😭