Poor service and lack of communication

I made a funeral claim on the 07/10/22 with my sister,note that they say the process or pay out is 24 hours and on my case it was moore than that.My sister did receive the payout within the 24 hours and please note we used same documents and claimed same day.we had to bury my father without the money that is suppose to assist with the burial, i went to the branch after the burial and nothing was done, until i receive a message stating that my claim will be assessed on the 18:10/2022 meaning i still have to wait for another week.what is the use of having a funeral plan if its not serving the purpose?