insurance claim

I have a funeral policy with prosperity n i lost my granny who was a dependant with them. I contacted them on Monday 25 may to inform them abt my grans death n was requested to submit documents of which i did on Friday 29 may. I rcvd a call frm the consultant on Monday 2 June confirming tht he dd rcv the requested docs n everything was fine n he told me tht the claim will pay either tht monday or tuesday morning. Later on tuesday while busy preparing for the burial which was 3 june i rcv a call frm a lady telling me tht i shud hv made copies of a smart card on both sides. I ws suprised s i ws never told abt tht n y r they telling me tht a day bf burial. I had to run like a headless chicken getting money frm loan sharks in order for us to proceed with the burial n hw cn she expect me to leave what i was doing n run looking for internet caf?. Um nt happy with the service i rcvd frm the lady n prosperity especially in time were i need their help.