Tired of empty promises

I am deeply disappointed in the tfg. My mom had their funeral cover called woman's only. I went to the store in Newcastle as they said i should when submitting the claim. With all listed documents. They promised that the claim will be paid within 2 days but nothing was paid. After the funeral I went back to foschini Newcastle branch to check if the claim was submitted, they told me that it was and I should expect payment within the end of that week. I'm still waiting for them to get back to me. The sad part is that on their system it did show that my mom has passed away. Why can't they bother to notify their clients about the progress of the claim? What if the family rely on that money for the funeral expenses. I used every cent I had to make the funeral possible as I'm the only one who had to do it. Knowing that my mom had her policies and which I'm 100% sure they were all up to date as I helped her paying them. This is very frustrating. Having to wait for something you don't even know is going to happen..