Assupol funeral policy not paid ,no communication from their side

I Submitted a funeral claim for my niece on Tuesday, they advised that I login online to check the progress ,when I check it says no claims,when I call i was informed that the Audits picked the policy for audit,no body called to informed me my brother passed away lastyear iam the one left to take care of my nieces and nephews but I cannot burry them because Assupol won't pay and they are not even communicating, absolutely dissatisfied, even as we speak there has not been communication from their side