Funeral claim almost impossible to make

My mother passed away and I need to claim funeral expenses - which are supposed to be paid out within 48h. I called various times to various numbers with no human answering; searched online; finally used the Whatsapp bot; sent list of emails; only to receive an automated reply stating that the inbox is not manned and I must FAX?!! the documents. In what day and age are we living in?! This is ridiculous! In a traumatic time I must deal with this incompetence. Will warn people about this!