Funeral insurance claim

On 28-12-2020, I submitted a funeral claim to old mutual I got a reference (CEA***). A policy number is ***5, my ID no is *** and the deceased ID no is ***. I got response on 28-12-2020 that my claim will be paid within two days. I tried to call their claims contact centre from Monday 04-01-2021 and no one picked the phone. On Tuesday 05-01-2021 the consultant (Derrick) answered the phone and told me that an Administrator will call me and never called. On Wednesday 06-01-2021 I called again and Derrick answered and promised that administrator will call and did not call. On the message they sent to me, it confirms that funeral claim takes two days. The funeral took place and I incurred expenses from my pocket with the hope to recover my espenses from the cover. I trusted old mutual as we have many policies with them but now am losing hope and doubt any future relationship with them.