Bad customer care

I have had a Hollard funeral policy since 2004 and never claimed up to now. When I first called I was told the process will take up to 48 hours to be finalized. Now I ‘m being told 7 to 14 working days. Hollard couldn’t be bothered by my predicament, all they care about is collecting premiums and not honoring the claims. I need to bury my loved one but have now money . I thought I was making plans for a day like this but all they care about is their processes and not my needs. I would not encourage anybody to take this policy. Still looking for reasons to decline the claim.