HELP PLEASE

I have a funeral policy for my aunt and she sadly passed away on Thursday 5th February 2015 and I contacted Sanlam the same day who told me I had to get all the documents they needed and fill in a claim form. I did all of this and since Friday I have been struggling with Sanlam to finalise the payment. I had to fax and email the documents more than 15 times and it coated me a lot of money because every time when I call them they tell me they did not receive it. I have made more then 30 phone calls already. Today is Tuesday and the money should have been payed into my account so that I could travel from Cape Town to Port Elizabeth to assist with the arrangement of the funeral yet I am still waiting to hear if my documents was received. I received emails to say that my email was received but yet every time I phone I am sent from pillar to post. Can someone Please intervene and assist me it looks like there will be no funeral and my family keeps on phoning me not you.