Can't claim funeral policy as printer is broken

After my mother passed and I came to the Galfway House branch of Old Mutual to claim the funeral policy firstly I had to return the next day as all the documents we're loaded on the system and after getting back today I am told the printer is broken so I need to come back again tomorrow, the funeral is on Friday and based on this level of service I doubt they would have anything resolved by then, They are really fast to take our money but when we require the benefit we paid for its a run around, Shocking