Disgruntled policy holder

Went to the branch of the Metropolitan life in my home town made a claim on Tuesday till now it's Friday the head office claim that they have yet to receive the documents from the branch I'm very unhappy with the service that I have received. I'm wondering what I'm supposed to do as the funeral is to be held tomorrow. I feel like instead of them helping me they are increasing my stress levels as now I'm wondering how I'm now supposed to progress from here without the benefits they promised when they said their claims are being paid within 24 hours now I feel like It was just lies to make me take the policy that is not helping me deal with the purpose that I took for