Service failure,

Old mutual springs mall Went on Wednesday to submit a funeral claim , i was first told theres no records of the person i was claiming for without even going an extra mile to verify, i had to convince the agent to check again as i am paying for this montly finally they found my profile after all the process I was told the money will reflect same day or early the next day, The following day I get an sms to still submit doc that the agent could have told me while I was there on Wednesday. I went to submit the documents I was told the money will reflect same day again. We have a funeral on Sat morning and need this money for preparations it's already Friday today. No call from the agent yesterday afternoon to even check if i receive the funds