Old Mutual drag feet to pay out funeral cover.

My parents both have funeral cover with Old Mutual. On 7 Jan 2021 my mom passed away. I am assisting my dad in lodging the claim for the funeral benefit to pay, because he is hard of hearing. I called on 20 Jan 2021 to *** - I held on for so long I eventually had to abandon the call. This was followed up with an email to *** with all the documents required, including the Death Certificate - I received an auto-reply with a reference (GSENQ***) but nothing further. I emailed again on 22 Jan 2021, using this reference, no response. Today I received an SMS saying Old Mutual wants the Death Certificate (which was submitted on email already) and that I must call *** (the number which they never answer). I am at a loss for words because the service is so extremely poor.