Lack of compassion and communication

I have been reading the reviews here and they are scary. I have recently lost my mom and we are laying her to rest on the 16th/01/2021. I submitted my claim the day before yesterday I'm hoping the money will be in by today as we have nothing to rely on to finance all these things for the funeral. What angered me is the response that I received from their consultant stating that I might be waiting 4 days for this claim to be processed due to a backlog. That's clearly making their problem mine and I dislike their lack of communication, whereas they are the first ones to tell you when you fall behind with premiums. I sincerely hope that won't be the case.