Bad Service

I have a funeral cover with Hollard and my mom passed away on the 25th of May and i have put in the claim on the 26th. i received a call from one of the consultants informing me that they are busy with claim and all is in order, that was on Friday the 28th, and will take 48hrs for the money to reflect in my account. so i was expecting the money to reflect on Monday or Tuesday. today is Thursday the 3rd of June i still have not received the funds. i've been making follow ups since Tuesday and all they tell me is that the claim has been escalated and authorized. the last agent was not even helpful instead, she did not even give me the reference number.