Poor service delivery

Very bad service I'm having funeral cover with dignity since 2018. My cousin that is covered under the policy died on the 09 Jan 22. I notified them on the 10th, whereby they send me all the required information. On the 11th I send the documents to them and they confirm that the documents was received. I called them several times to enquire about the claim and they just said it's with the claims department. On Friday I was still waiting for payment. I called them and the person I spoked to said someone will call me back. It's Saturday, no one called me and the funeral is taking place. I had to borrow money in order to finish the funeral arrangements. I have never had such a bad service in a long time