Funeral Insurance failing to pay

I took out a funeral insurance with abacus through Pep for my grandmother as they offer it strictly for senior citizens. My first premium was in December 2019. Unfortunately my grandmother passed away on the 21st of October 2020. I then sent the required documents to abacus for a claim on the 26th of October.

The policy states that they will pay in 48hours. I recieved no communication from the company since then. The only email i recieved was an automated mail on receipt of the email. I followed up on the claim on the 29th of October and i was told that it is pending approval. Today the 2nd of November i called again and i was told a lady by the name of Zanele was assigned my claim and she would call me back. Its the end of the day and still no call from her.

This is really frustrating as i had planned to use the money for the funeral to give my grandmother a dignified funeral unfortunately im not taken seriously. It was nice when i paid the premiums but now there's silence on their behalf. Whats more frustrating is that iv incurred unnecessary debt thanks to this delay.

Please help me in this regard as i am out of ideas. No one in the company is willing to help.