Bad customer service and false advertising

I have a funeral policy with 21st century under written by Hollard. I was paying a premium package for the past two years. On the 16th June 2018 it was my first time claiming. The claim was for my mother inlaw and non of the things I signed for were delivered, the cash payout was only paid out a week after the funeral . I spoke to Hloni the branch manager in Orlando told him about the bad service he was rude to me. When I asked we're are all the things you promised in your broucher and his response was it's just advertising till this day not apology sent or any remorse sent. In regards to the policy payout I was told it will be paid in 47 hours, but it was paid a week after the funeral