Disappointed in Assupol

Put in a claim on the 25th, got an email on the 26th acknowledgement of email and that they communicate within the next 24 - 48 hours. Nothing happens since the email. I contacted Assupol again on Friday as the funeral was yesterday. Never got a callback as the lady was not able to assist. I had the policy of almost 10 years with assupol. Email reference: DC/C*** I understand that we had a public holiday on Thursday but no contact since 26th is bad. I still need to pay for the funeral. And tomorrow it is another public holiday.