Covid19 funeral claim not paid

I have submitted a funeral claim on behalf of my Sister in law on 27 July 2020, to Hollard. I have indicated on my email that this was a Covid-19 death which required that the funeral take place within 72hours of the death. After submitting all the required information I called and spoke to a Hollard Agent by the name of Tebogo who confirmed that all documents were received in order and assured me that the claim will be expedited. The funeral took place on the 29 of July 2020 with the hope that the claim will be resolved. This was not the case, I have made numerous follow up telephonically and spoke to Victor call reference numbers *** and ***. I have been calling daily since then and I am told that the matter has been escalated. It has now been 16 days since I have submitted the claim and no payment has been received. We have funeral debts that need to be settled and the family is unable to do so due to this non-payment. When I call their call center it takes an hour for the call to be answered. I have spent a lot of airtime trying to follow up.