Slow in paying benefits. Terrible administration.

I have been trying to claim on a policy that my late wife took out over 4 years ago and have been struggling. I emailed the required documents for the funeral benefit on Friday the 9th of March. When I phoned them the afternoon they claimed to not have received it. I then resend it on Monday the 12th at 8 am. By 12 o'clock they still claimed that they have not received it. I then resend each document individually. By 3 o'clock they said that they received it, but required a affidavit. On Tuesday the 13th I sent the affidavit. I phoned them at 3 o'clock, then they said they need another affidavit although I made it clear to them that I want the funeral benefit to be done first. On Wednesday the 14th I send the affidavit and asked them again to process the funeral benefit first. On Wednesday afternoon I phoned the resolutions department to lodge a complaint. Today I phoned them and they told me that they have only assigned it to an assessor now and they will only pay the funeral benefit by Monday. That will be 7 days later and not 24 hours as advertised or 48 hours as stated in the policy documents.