Funeral claim

Old mutual failed me , it has been 2 weeks since my daughter passed on, even today my claim haven't been paid, no communication what's so ever , they keep on requesting the same document for 2 weeks which was sent to head office by both the branch and myself separately. My policy is up to date, I really don't know what's the hold up. Their service is extremely bad and insensitive Many efforts have been done on my side but still no communication.