Absa funeral policy failure to pay for a claim

I have a funeral policy with Absa since 2002. I have been paying every month since and only claimed once in 2012. Last wednesday, the10th February 2021, I submitted a claim and never received the payout within the 72hrs they claim. On Monday I called them and was told it will be paid out before 6pm and nothing came through. Yesterday I called again and was told a different story that my claim is with the assessors and there is nothing they can do. I called their complaints line, and my complaint was registered and I received an sms with the reference number and a promise that I would receive a call within 8hrs. I have been waiting since.

I do not know how Absa expect you to bury your loved one with dignity when you have to borrow money for the funeral, whereas one has paid them more than R50000 all these years and only fail to get a lousy R6000 from them. Yes I am ****ed and, NO I won't be cancelling the policy if that is what they wish for.