Poor appalling service

I submitted a funeral claim on their app at around 08H30am, 30 March 2021, I never received the call back as per their app, called the claims department at around 13H00pm, got transferred twice with the last agent telling she send my claim request to the only TWO agents doing funeral claims, it's 18H04 no call back no nothing, how should I lay my daughter to rest while I am struggling to get a claim call back, time is running out and I need to get a funeral underway. All I have is a measly reference number, that I can't even use to track the claim I launched this morning...poor poor poor service, I am extremely dissatisfied, I am going to chencha dai-deng most definitely. This is unacceptable!