CLAIM LODGED BUT NO PAYOUT 9DAYS LATER

We lodged a death claim for my grandmother on 21.01.2019 for policy LP ********** 1 and we were told that the payout would be within 48hrs. To date we have not received a single cent from Emerald Life, not even a courtesy call, instead everyday we call them and they give us the runaround. Today i called them again and spoke to a Zukiswa who informed me that i should speak to the manager, Michelle Badenhorst. We submitted all the required documents together with our claim on 21.01.2019 but somehow we are still being sent from pillar to post by these people all whilst we are in mourning. We need an urgent resolution to this matter as it is very embarrassing for us as a family as well as hurtful.