required a letter for a death in family for travel insurance

we were due to travel to bali and my mother in law passed away 4 days before we were to travel i have travel insurance with anz travel insurance and to get my money back from the insurance i need a letter from jetstar im still waiting for my letter 28days to get this letter to say we cancelled because there was a death in the family i called them on monday 1st of november and on there computer its been posted friday the 29th october its wednesday the 3rd of november we should have received it by now i will wait till the end of the week and then i will call them again or i will go to the qantas office and sit and wait to get the letter cant believe it i dont want any money just the letter its like no service thankyou for listening