Unprofessional agent

I just want to share my disappointment, my father passed on Thursday evenning dueCovid. As we all are aware that due to the severity of this virus a plea to not keep the body (s) in the mortuary for too long was raised, we understand the importance and are willing to comply. With that said, we were given a slot for the 20th of January 2021 for the funeral proceedings to take place, after receiving the death certificate on Friday. I then submitted my claim to Safrican for processing, this morning I followed up, the agent that answered was not helpful at all. I asked to speak to her manager , she told me she doesn't have her manager contact details. This is unacceptable, can someone please look into this case. I have to bury my father on the 20th and can't afford to have any delays on this claim.