Non Payment of Death Cover

My Aunt sadly passed away on 06.05.15. She had an Ackermans account and was a club member as well. As per Ackerman, if you are a club member, you have death cover of R5000. When we inquired at the store they said that there is no such cover. Upon further investigation it was determined that she was indeed covered. Since 03.06.15, we have been battling to have the claim paid out and have been sent from pillar to post. Everytime we phone, we are told that Hollard has not rep**** but our forms are in order. It is now 09.07.15. I was told the exact same story today. We are now indebted as we had to cover the funeral out of our pockets due to being misinformed when this process started. What happened to the promise of payment within 48 hours? Is this just a delay tactic in the hopes that we will let it go? My mother is a 67 year old pensioner and cannot deal with the stress of being messed around. Why can no-one give us a straight answer? They also refuse to give us the number for Hollard.