Terrible service and no integrity

I submitted all the required documents for my claim of this Ultimate Dignity Funeral Plan policy on the 21st of April 2022. There then seemed to be an issue regarding where the deceased (my grandmother) had passed away, where your claims assessor had said a nursing home where it CLEARLY indicates on the Death Notice that she had passed away at her residence. I am not sure as to why the place of death is relevant to this claim, but there should not be issues as to this as it says so on the form.

I have submitted all the relevant documents as proof that she is deceased but I have not yet been paid out the money that is owed to me regarding this policy even though you promise to do so within 24-48 Hours of receiving the documents. I also had to call the claims department just to receive my airtime benefit which was only paid once requested. There cannot be a dispute as to proof that she is deceased as everything has been submitted.

I am the one that is constantly having to check up on this claim, and each time I phone you there seems to be something else you require. Why is her medical history relevant when this is a funeral policy that I have taken almost two years ago. That requirement was not mentioned when I took this policy, as a service provider you have no integrity.

This is deeply upsetting as it seems you would have my grandmother rotting in a morgue than paying out what is due to me. My other family members have been paid out by other service providers but I have not. The level of the services that I have received so far is disgusting.