My mum has a funeral policy with them and I have sent through the relevant documents

My mum has a funeral policy with them and I have sent through the relevant documents. When u send an email you don't get an email back from them with a reference number. So you don't have any confirmation that they got your email. Days without any reply. Then I did call them and the lady cut the call but that was because of loadshedding and network was bad. It's frustrating and at a time when you mourning a loss. I would not recommend anyone taking out a funeral policy with them. Money is needed to do the funeral arrangements but u can't access that money quick enough.