Bad service on a funeral claim

Disappointed in Hollards Funeral cover claims department. I made a funeral claim on Friday the 8th January when my dad passed on. Monday the 11th I submitted all the required documents which they confirmed and I received an sms. All the consultants promised the money will be paid within 48 hours it now Saturday 16th and the money is still not paid the funeral already passed on Wednesday the 13th. Hollard has really inconvenient my family and I. They service is really bad