FUNERAL CLAIM NOT PAID

I am unhappy about the inefficient service I received from Old Mutual, I submitted a death claim with CEB *** on Friday 17/10/2019. They acknowledged receipt of my claim and that was it. On Monday the 21/10/2019 at about 08h00 i called to check progress. I was told they sent me an sms. The sms was sent through only after my call. Old Mutual could have called me with their request for further particulars instead of waiting for me to follow up. The funeral is on Wednesday, we still don't have the funds. The two days payout period has passed. All requirements were submitted as per the list i was given at the branch. What must happen now???? We went to two branches spending money with one not having electricity and no back generator (Woodmead branch) and spent money driving to Sandton branch and additional cost on the call for a follow up.