Dissatisfied and Angry

I had made a claim for my mother who was the policy holder. Submitted all the documents on the 17th at their offices. Started following up since they said 48hrs which they didn't honor. Received an SMS on 23rd night saying my claim is missing pages 2 and 3 of the BI documents. Which i dont understand because i had submitted everything. Sent the documents. Kept calling them to follow up i have been taken from pillar to post with no exact answer either than these stupid ticket numbers they keep generating everytime I call for follow up. Its so sad we had to borrow money to bury my mother who trusted this company to bury her yet she wasn't instead she was buried by borrowed money. Today is the 30th September I have not received any money no feedback. No1 knows anything when I call it's the same stupid answer its with the claims department its being escalated. Next step is the ombudsman because you sold my mother false hope. People are waiting to be paid back yet that department doesn't care what happens to us who are left behind to bury our loved one. It isn't far what you guys are doing to us. Received an email saying my ticket is resolved yet no feedback or money was received. What kind of company is this that plays with people's lives like this. Imagine you're failing to pay Natural death on time what about unnatural that takes 7-14 days clearly that one will take the whole year with the incompetence your displaying. Stop playing with people's lives and do your job.