Funeral claim not paid, no feedback really disgusted

I have a funeral policy with Finfo who is underwritten by Old Mutual. Did my claim on Thursday 14 July and all documents was sent to the lady that handled the claim she even copied me in the email. After sending numerous emails they claim I sent the documents to the wrong department. For one, I didn’t send the documents to them it was their agent, wanted my ID again which I also sent with the first email, anyhow I sent the ID copy again. Only yesterday I received an email stating someone is handling the claim and it might take another four days. How the hell is that possible after I sent It last week already then your forms and website indicate it takes 24-48 hours before the money is payed (FINFO). I don’t even know what is happening to the claim, I have funeral expenses and people I need to pay but no communication what so ever from Finfo. They are now claiming the problem is worth Old Mutual who are not cooperating. I have been sending emails, whatsapps, phoning and no one is able to help me which I find very frustrating and appalling. I mean really, is this how you treat your customers who are dealing with the death of a family member?Last time I am dealing with this *********** companies FINFO and OLD MUTUAL