URGENT REQUEST- PHONE DOESN'T WORK!!!

What a pathetic bank/company!!!! I have a Standard Bank funeral plan and I want to claim as my dad passed away, and I was trying from yesterday. I thought there's something wrong with my phone! I am trying now and my husband is trying from a different phone, but when we press option 2, the line is blank.... it goes NOWHERE! HOW DOES ONE CLAIM AND GET WELL NEEDED MONEY DURING DEATH???!!!