Funeral Plan - No feedback from Momentum

I have been paying a funeral cover plan for some time now. My Brother passed away who was coved under my policy. Unless you have endless amounts of airtime you cannot get hold of Momentum to claim. I have sent all the required documents to death claims e-mail as per the instructions, but I am not getting anything more than an automated e-mail from them. My brother's funeral is tomorrow. His accounts are frozen. We paid cash for the cremation but will have no food for all the guests. We will have no venue, chairs or anything. Please help Momentum. That is why we have funeral cover. Momentum policy states that they pay in 48 hours. ???