Does the funeral claim department even exist

Old mutual funeral cover. I have logged a funeral claim on the 18/05/2021 for my son that passed away on the 09/5/2021. He went missing on the 7/5/2021 and I found him in the Roodepoort motuary on the 12/5/2021 .the post mortem said unnatural cause- full blown head injury. according to them they find him in a field on the 9/5 2021 about 2.5 to 3km from our house. My son went for a walk on the 7/5/2021 and never retruned home, on the 9/5/2021 I opened a missing person report. We search the street, shelters hospitals in our area. On the 12/5/2021 my sister and myself went searching for him again, just to find out he is in the Roodepoort mortuary , according to them he passes away on the 09/05/2021.I am so frustated because while I am still mourning my son's death I have to deal with the staff at Old mutual who work in the funeral claim s department. Not once did they phoned me. I had to get all the documents from their website, just to be told today that it is the wrong SAP declaration form, but still they dont sent me the correct one. My reference number where I sent all my documents to was closed and a new reference number now exist, with no documents to the new reference number. I wonder if it is just a plan to make a person so tired of following up that you end up leaving the claim. My question is to that person whom is dealing with my claim, what if your child went missing and find dead . How will you feel? There is no humanity or intergrity from the claims department.