Deathclaim submitted not paid & no feedback

A Deathclaim was submitted (all the forms as indicated and received from Hollard) on 10 June 2015 via fax and 17 June 2015 via e-mail + an acknowledgement received from Hollard. Everytime I phone to follow-up when the payment will be made, they struggle to trace the policy as it is a Direct Axis product - then they trace all the previous reference numbers I give them (***, ***, ***, ***) but still can not give any reason why the claim is not paid. The last call to Hollard was on 9 July 2015 with a request to kindly call the claimant back, with no success. Therefore, your intervention is seeked. As far as we know, a funeral benefit is normally payable within 48 hours, given all the documents are provided (which we have done)<br>