bad service

shocked at the service - 2 mountains telling me they don't have money and yet i have been paying a premium for the funeral cover for over 8 years how must I bury my sister where must I get money to make funeral arrangements why must i look for a loan when i took a funeral cover, i must have the burial on Saturday i am getting stories and they don't want to give me the email for the claims department or even their contact number they said i must send an what's app i did no reply , this needs lawyers because they are taking people for granted