Bad service on Funeral claim

It’s a nightmare when it comes to funeral insurance, I submitted a claim on 06/03 today it’s the 09/03 and funeral claim has not been processed. I have been sent from pillar to post and tomorrow it’s the funeral. The 5th consultant that I contacted is telling me the same story that they are sending it for escalation. This is bad service and and extreme inconvenience. This is a mere burial claim of less than R15000