FUNERAL CLAM NOT PAID FOR 2 WEEKS NOW

I don't even know if it's disappointment 😕 😪, I submitted a funeral claim on the 21st of JUNE after running to the branch several times.I called in today at the call center and spoke to Charlone,she informed Me that the claim has not even been assigned to the assessor because the documents were submitted to the wrong identity number.when I took out insurance it's was for me to the help me to give my family a good goodbye,this could not even be done as I'm not payed until today and I have used 😢 😞 and borrowed my to cover this funeral,I'm supposed to be grieving my son death and now stressed about STB not paying my claim but theirs no failure when it comes to them debating the premium,my claim was submitted in Ladysmith STD,my contact number . CHALONE INFORMED ME THAT HIS 2 MANAGER WILL CALL ME BUT THAT STILL THAT DID NOT HAPPEN ,SO STD DOES NOT KEEP ANY PROMISES,THEIR NAMES BY THOMAS AND THANGANI,PLEASE HELP AS I DONT KNOW WHAT TO DO ANYMORE.