Bad services from. Policy / insurance provider.

I am disspointed with substandard service rendered by Easypay during difficult times with my family. We have a policy with them which we did the claim on Friday 20th October 2023. According to the policy agreement once submitted the claim and received ticket number, payout should be done within 48 hours. That did not happen we did numerous follow up, still to date no payment noticification received. We followed up today d was informed they have escalated from their side and the team leader will call to share further update. The consultant that we followed up with today did not show apathy or sense of urgency. She just indicated they escalated and if we would like to escalate further we can share our details and the supervisor / teamleader will call us. They refused to transfer us to the supervise nor share email address so we can share our frustrations as we need to proceed with burial this weekend.