Terrible service

My grandmother passed on 24.06.2019 and I called Emerald life on *** on the 25th of June and I was assisted by Lindiwe Mzamo to check the documentation that they will need for us to submit a claim on her policy and she sent me "claim" forms, we filled the form in and sent them on the 1st of July 2019, to my surprise I got an email on the from Emeralds consultant Mabona Sidaka requesting us to sign forms that she has sent to us, I then called her asking why do we need to sign the new forms when we have submitted a claim the previous day, her response was that were given incorrect forms and we should complete the new ones, Indeed the new forms were filled on the same day and sent to them, another surprise was that their claims are paid within 48 working hours which is 6 days Mabona asked about the date of the funeral and I informed her that it was the 7th of July and she said when a funeral on a Saturday they normally pay of Friday which did not happen,on tuesday I called Mabona and she again told me about 48 working hours which have since expired on Monday the 8th of July, she then checked on the system and said the claim was approved and we should receive on Tuesday (9th July), which did not happen, yesterday the 10th of July 2019 I followed up with Mabona and she gave me a number for Lion of Africa which is their underwriter and I spoke to Nicollete who said she is not sure why the claim was not paid as the system states that its approved and promised to call me after an hour with feedback, that did not happen and even today they have not paid, a couple of minutes ago I just called Nicollette and was told that she was busy and I once again left my number for her to call me back that still has not happened.We had to be embarrassed and loan money from people to give my grandmother a dignified funeral. Im disgusted with this treatment and prepared to tell my neighbors in my village to stay away from Emerald life,when you join they do not mention that the 48 hours is 48 working hours.