Telkom/Gaurdrisk

I have a funeral policy that from Telkom that is underwritten by Guardrisk. The Claim was submitted on Friday 23rd Feb! Today is the 29th and there is still no feedback or conclusion on the claim. EveryTime I call Telkom, I am told the claim is sitting with Guardrisk. What does this even mean? A funeral policy is an accelaterated risk product that should not take longer than 48 hours to conclude. To suggest something is "sitting" is assinine!! I am asking for clarity on this matter as I am told it is "sitting" with Gaurdrisk.

And what is mind boggling for me is that I have motor and household insurance with Gaurdrisk aswell and the claim process is generally clear, smooth and quick!