Bad service and full of empty promises, indebting people

I took a funeral policy for my grandfather 2years back and he passed on Saturday the 24th July 2021 and I went to the head office of Wednesday 28th July 2021 for claim, which I submitted all the documents required. The lady was not friendly at all. What frustrate me is that the money was to arrange the funeral and still today Sunday the 1st of August 2021 I haven't received the money. The funeral was on Saturday the 31st July 2021 I had to borrow money from people to arrange the funeral. The sales agent said it takes 24hours for payout when I join, then the lady who was assisting said 24-48hours and its more than that. So my question is if I take the funeral policy for funeral arrangements and they decide to pay after the funeral then what is the purpose of the policy? Worse part is the unfriendly lady asked me when is the funeral when she process the claim but I am still waiting for the money.