Claim not paid

I submitted a claim for my late father on the 27th of July. Today is the 16th of August and my claim has not been processed. We have had to make other means of getting the money that was needed for my father's burial as Hollard failed to deliver on their promises.

I called the contact center to follow up more than once and I'm always told they have escalated, however nothing happens. I even sent an email to the complaints department but I'm not getting any assistance.

How long does one have to wait for a claim to be paid out, what happened to 48hrs?