Insurance claim

I have a funeral policy with Standard Bank, at the beginning of this month dated (5/08/2020) I made a claim with them since I haven't receive payment, I even wrote emails to the lady called Relebohile Dube from Alberton branch she hasn't responded to the mails cause she's the one who was helping me on that day, I even called the insurance they said they haven't receive any documents, I don't know what to do now.