Unhappy funeral cover client

Good day. On the 3rd of December 2022.i lost my mom. I went to mukuru branch in Bosman Station to report and claim my policy as I had joined the funeral cover with them. They helped me to contact the cover policy and I was told they Wil get back to me before the end of the day. I waited no one called. I then left for Zimbabwe to attend the burial. After the burial I went to their offices in Harare and they told me there is nothing they can do to help because I should contact them myself because it's my policy. I then come back to SA on the 11 of December. They asked me to get a death certificate of which I didn't have by then. I was only having a burial order and my mother's ID. I waited for the death certificate to come out. Last week I contacted them. I submitted the death certificate, buried order and My ID. Now they are asking me to bring a certified copy of the burial order. But I only have a original on my phone and on collection of death certificate the burial order was taken by the state. Now they are telling me stories after stories and they are not even bothered to contact me... Please help me. Mukuru why are you doing this to your clients. Kudzai Shumba