Bad service at the time when I need them most

My name is Matimba I have a funeral insurance with old mutual which i have been paying well. in June 2021 I got an sms from them updating me that my policy is still active as they debit my account every month on the 20th as per the agreement. I have made a death claim i have been given a run around the first reference number I was given is CEB***. I have been constantly calling the old mutual call centre with no help but reference numbers where every one is telling me that the matter has been escalated. i have two more reference numbers that were given to me. till today the burial is on hold because we are waiting for the claim to pay out. another reference number that was given to me isCEB*** AND ANOTHER ONE IS CET***. I would appreciate it if someone would call and assist. I am taking this to the Ombudsman for insurance as this is not what i have been paying for. i am not happy with the service I am getting at the time when i need my insurance to help me the most they are giving me the hardest time of my life. My number is *** Alternative number is ***.