Terrible service

can you believe we have submitted a claim to lay my father to rest, and on the 17th of August 2023 i spoke to finchoice consultants that informed that claim was approve and waiting to be paid out.now on the 18th of August i call back spoke to a consultant named Amelia and she says i will have to wait for the 21st of August 2023 and if its not the 21st of August 2023 it will on the 24th of August 2023 for the money to reflect, my father has to be laid to rest and we are waiting for the payout Finchoice is now going against their own SLA and provided false information and I will be taking this further to the ombud if need be

My fathers policy number is *** and ID number is ***