Bad service

I contacted Nedbank Insurance on 2 July for funeral claim, a consultant took my contact number saying she will ask them to return my call but they didn't. I reached out to a branch, they got hold of them again on 8 July, the consultant couldn't assist me again saying she doesn't have access to system, and that she is writing an email to the Team leader to assist, 24hrs later I haven't been contacted. I had to borrow money to bury my mother. I am in distress and I just want the Insurance to pay my claim without further distress.