Very frustrated client

I submitted the claim on the 12th of October 2021, and i have not received any feedback from StandardBank insurance policy i called three consecutive days hold for an hour on my cellphone no answer it says they are experiencing high call volume since i am in eastern cape because we are far from town and the funeral is this coming Saturday 23 October 2021. I do not know what do. My policy is up to date they Standard Bank debit monthly on the account. I am very frustrated especially in this time. I did not know that when i was paying a policy when the time like this comes i must also go amd borrow a loan to bury i thought i was making things for me easier but not it does not work for me. I even made a follow up writing an email asking how far is my insurance claim, they have never rep****. I want my money and close this policy because it is not helpful at all when you are in trouble.