My grandfather passed away so I lodged a claim on Monday by sending my documents

My grandfather passed away so I lodged a claim on Monday by sending my documents. Tuesday I spoke to Regina in CC who said she would lodge my claim. This morning i spoke to Howard who promised to send all my documents for a claim. He has not given me any feedback, my claim is not reflecting on the client portal, nor have I received an sms confirming my claim has been registered. Bearing in mind the funeral is in rustenburg on Saturday only leaving us tomorrow to do final preparations before my grandfathers body arrives on Friday. That time I'm based in Joburg. Im very disappointed and hurt that in such a painful time for my family and we can't do anything