Funeral claim

I submitted a funeral claim lastweek on watsapp Tuesday I haven't got any response from them,I followed up on Thursday I was told that the notice of death form is missing some pages I went to the branch to submit the documents and I was told that they will pay today,but still there's no communication from them,I just phoned the claims department I was put on hold for until my airtime gets finished the lady did not bother by calling me back with update,i have to phone again and speak to someone else and be put on hold for an hour again,this is very frustrating I have an upcoming funeral this weekend I just regret taking policy with them no one cares because now am stuck.