Emerald Life's Bad Service

My sister submitted a claim on the 29th of December 2022, we are still waiting for them to finalize the claim. Every time we call, they tell us to relax. My aunt was buried on the 03rd of January 2022. My sister is in the rural areas, so every day i am required to send her airtime so that she can call them. Last week I called and requested that they contact her asap as she still has an outstanding balance with the undertaker. The call Centre agent promised to call her up until today, nothing has happened. This is not the first time that they have given us a bad service, in 2018 we had to wait 9 days before the claim could be finalized, it got paid out on the day of funeral. I must admit they are the worse insurance company in South Africa, how they still allowed to sell products to Comsumers is beyond me. My sister's contact details are *** and mine are ***..