Stressed in time of need

Called your callcentre to lodge a funeral policy claim 18 December *** spoke to Thembakazi and all releydoxs sent to her email address and was told about 48hrs turnaround times. On the 22nd i called again as no feedback had been received since first contact, only to be told that no case was logged, how? Had to restart the process but now im sending email to claims department and the last communication says that they will verify all docs and provide feedback no later than 16 Jan 2026. Is it now not 48 hrs and if you have a funeral to fund can you wait that long? We take out these plans to make funeral arrangements hassle and stress free but i now find myself in a very stressful situation coz the company i have been paying and put my trust on is not reliable.