No payout

I'm writing this formal complaint because I've had a funeral cover with you guys for the past 2/3 years now my partner has passed away earlier last week I went through the right channels and lodged a claim , and at first I was told it will be paid out within 4hrs ,I came back today to be told that my claim would only be processed after 5 working days , we have a funeral that's we haven't arranged because of this major financial inconvenience, no one plans to loose their loved ones and that's why we take out such contingency plans ,we need the payment to be processed so we can continue with the funeral please sort this out ASAP

Yours sincerely NF Mnqayi