Wits end

I took out a policy for the grandmother, and one the 7th of November she suddenly passed away, on the 11th i went in to amogelang in vryburg to submit my claim, the lady then told me that the ID copy isnt proper, i then explained that i need to be in kimberley and she then told me i can submit in kimberley, okay the submissions went well, i got to kimberley and the thursday i went in, the lady who assisted also assisted well and told me the burial order is abit unclear but if theres a issue they will notify me, the following week i received an sms saying i need to resubmit the burial order which i did, a few days went by and i never received any feedback, no replies on my emails, nothing. I then called and asked whats going on and they gave me the number of the claims manager, i called him and he then said i should resend it because he hasnt received any documents, i then resent them and after that i have been sending emails to find out whats going on but no luck in receiving a call, up until i called again and asked and i told them that they please have to notify me , the lady i submitted my claims by then called me last week wednesday telling me they will pay that wednesday or lastest by thursday, to my suprise i still didnt get anything but gave them a chance. Yesterday i called again and asked whats happening and she told me that shes not sure then i told her that nobody replies on my emails or even notifies me. Im at my wits end, my grannys almost gone now for 5 weeks and its still a battle, all i need is correspondance but i dont receive any.