Rude and unreasonable (Old mutual)

My grandfather was brutally ******ed, so I submitted the claim to have his funeral and was asked to wait 48hours for the claim to be finalized. I called in after 48hours and they said there is no claim but the gave me the reference number and I have email confirmation. I kept following up and it’s been 7 days now. The representatives at customer service are rude and do not want to help me. Now my family can not burry my granny and we have been customers for many years to to be treated like this especially this time. Can I please get someone to help me so that I can burry my grandfather because it’s been 2 weeks since his ******.