Horrible Funeral cover claims

My father took a funeral cover in 2013 and 2022 Dec he passed away, i tried to contact them or to get the forms but because of the holidays all way delayed, i finally got them on the phone and was advised that there's no forms needed but all will be registered telephonically which i did, i then submitted the required documents a week later since i was only told that they needed certified copies of everything that wasn't in my position, i was then told it will take 24 hours to payout, on the 09/01/2023 i called them back to find out how long is their 24 hrs since i submitted everything already on the 05/01/23,to my surprise i was told that there's validation period of 14 working days wich will be done on the 25/01/2023😭😭😡😡😡😡😩😩, why 14 days after i was told about 24hr Why only when i contact them that's only when I'm told? For a funeral cover what is it they validating that long? Isn't funeral cover the cash needed for the funeral? Marry the assessor she basically doesn't want to give any details even after I'm tild that the claim is already out of their turnaround time