Funeral claims

What a bad service from funeral claims department, I'm grieving the loss of my son again have to fight nedbank to process the claim. Had I known years back that their funeral cover is something not to rely on I would have went with other insurance companies. It's Thursday today and nothing from their side and the funeral is on Saturday I don't know what to do or where to go. How do I arrange for my son's funeral, nedbank really failed me to fail my son I AM DISAPPOINTED AND HONESTLY I DONT THINK WILL RECOMMEND ANYONE TO TAKE THEIR FUNERAL COVER