Funeral Claim

I summited a funeral claim on the 5th of August, its been a week now no one contacted me and on the 7th I went to the to check what is happening with the claim and the Branch manager said everything is fine they are still processing the claim until today I have not received any communication and i tried to call client services and I was told that my claim is at claims department and the lady transferred me, I hold until my airtime was finished and the funeral is on the 15th of this month I need to to preparations