Bad service

I have never experienced such a pathetic and bad customer service in my life. I have a funeral cover with Hollard from January 2017 where I included my family.I recently had a death in my family,I went there for a claim, I fill in the forms and submit with supporting documents. I emailed the documents last week Wednesday the only message I got advised that they have received my claim documents that was it and it was last Wednesday. Hollard always advertise about peace of mind during the difficult time of losing a loved one,I never received any peace of mind from them instead I got more frustration. The 48hrs the advertise for a claim to be paid out it's a lie, since last week till now I have not received any communication from them. I took my phone yesterday to follow up,They didn't call or do anything Hollard is more concerned about money not servicing customers. I had to ask around for help to bury my sister and even now my claim has not being processed.I'm very disappointed by hollard, I dont want anyone to experience what I'm going through right now.