Pathetic service at a time where you need them the most

At a time when you need your insurer the most, you get pathetic service. Ive submitted a claim on Wednesday and till today the consultants are asking me to re submit documents. I have re submitted 3 times today and they are promising to call me back but i get to call from them,. I have to constantly follow up, their claims dont even work on weekends and the funeral is on Sunday. What are we then supposed to do as a family? We have policies with old mutual and old mutual has no sense of urgency , so how do we go ahead with the arrangements of the funeral when they keep playing games?