1life funeral cover

I have lodged a claim since Friday the 18 of June, I have made numerous calls to 1life and all I am told is that my documents are with the accessor mind you the funeralis on Friday and nothing is being said to me about the claim,every time I call I am being told that the accessor is going to give me a call. I read my policy terms it saystthey pay within 24 hours but till today the 23rd I still haven't gotten a call from the accessor or any sort of feedback. 1life service is very poor and unprofessional, with this kind of service when will I be able to make arrangementsfor the funeral?