Funeral plan

My brother passed away on Monday night and he had a small funeral policy with old mutual. I went to the Vangate walk in service on Wednesday 27 May 2015 and took all the required documentaion for the claim. Previous day a gentleman at the walk in center advised my sister and myself which documents were required.<br> After an hour spent at the walk in and a gentleman who for the first time captured my documentation, checked by a tenure colleague assured me that the claim was submitted an the payout would be today 29 May 2015. I explained that the funeral house requires the money today. I've been on the phone numerous times with the walk in centre, I even called the CC this morning, who advised me that they do not see any claim.I had to call everytime for feedback, no one had the decency to provide feedback. Only once the branch manager called me to say they have to resubmit as the claim was cancelled for some or other reason. She could not confirm if the money would be paid today. It is now 15:30 and I've been on the phone since after 08:00 this morning.I feel like crying as we don't have money to give the funeral house. This information will be a blow to my mom who's a frail pensioner