Bad service

I submitted a claim on Monday. I had to call them and find out if they've received my claim. Tebogo from the call center promised to call me back after 2 hours but they didn't. I have been using my airtime to call them. I called in again after 3 hours and all what Lubabalo told me is that I should wait until tomorrow.????How am I supposed to bury my Grandmother while I have no money? I don't delay my policy payments. I will bring my grandmother's copes at their nearest brand and they'll see to finish.