Hollard is failing my family

It saddens me that I'm still waiting for a payout from @hollard funeral policy. My policy is up to date, I submitted the claim on Friday, I travelled from Cape Town to the EC to busy my disabled uncle. Hollard have not been helpful at all. My eyes are swollen from crying . The consultants refuse to transfer my calls to the claims department and all they could tell me is that my claim is is still being assessed. When I took this ****** policy they said the payout will be sent after 24-48 hours upon receiving all the relevant documents. I have no idea what to do or where to go from here today is the 4th day and I am still waiting. I need to bury my uncle ASAP.