Emerald hasn't paid my claim in 2 weeks, doesn't communicate to clients and lacks empathy

On May 12th I contacted Bloemfontein emerald office, enquiring about documentation I must submit for funeral claim. I noted down all documents I must send to *** and sent them on May 12th at 15h16. I called *** on May 13th morning to confirm if documents were received, and indeed they were received, later on I received sms of condolences and the claim being processed.

On May 14th at 16:49,,48 hrs after sending documents, I had a call which I was unable to answer, from ***. This was the day I was supposed to have received cash according to your policy (claims are paid within 2 business days after all required documentation for valid claim is received). But I was only contacted after 2 days.

The funeral was on the 16th. On the 15th I called *** number again to enquire about the claim, I was told that some documents are outstanding and certification stamp on some documents was unclear. I don't understand why was I called Once (Call that I missed) , after 48 hours, when money was supposed to be in? Is this the kind of service emerald gives to its clients in time of mourning? Do you have any idea of frustration, disappointment and stress I went through?

I had to use my salary to bury our cousin, as this was the only policy she was insured with. I could not pay all my debts and cover all my expenses because emerald failed me. I paid my premiums via stop order, haven't missed even single one, and in return I get this kind of service from emerald.

I haven't received any communication from emerald since then. My bank account is empty, my mom has no food, I can't help her because I used my salary for burial. It's been 2 weeks since initiating claim request, even today I'm still told that certifying stamps are unclear even though I sent new ones. After sending documents, I have to call after days to enquire about my money. Emerald life, I suggest you have personnel in place that directly contacts home affairs to verify authenticity of documents submitted, stop abusing us emotionally during the saddest time of our lives. Do you have any idea what you are putting us through, you dishonor your clients.