Hollard refusing to pay my claim

I've never been this disappointed by hollard I''ve took a policy with them since 2013 now I've lost my son and made a claim with them on 11/03/2019 at bara mall branch and submitted all the documents they've required and I was promised that they will get back to me within 48hours now is the 3rd day ive been calling the head office and the branch but they were busy giving me the run around and i went to another branch trying to get help but no one was telling me whats happening with claim now i went back to the diffrent branch and they said they cannot be able to help they are saying all the documents were captured im so hurt having had to grive for my loss and still have to be dipressed by the financial institute that took my money for 6years honesty I'm so shattered and it looks like all their consultant don't know what they are doing cause now I had to leave the branch without being helped and been sitting at the branch for more than 2 hours.