Delay Money Back Benefit

I have Funeral Insurance with Hollard and its been 5 years without a claim , my Policy has the Money Back Benefit , when i call Hollard on the (29/12/2025) one of the consultant said i will receive the benefit Money within 24 hours depending on the bank i use, to this date i haven't receive anything (How long should one have to wait for the payment process ?)

I tried to call yesterday and waited for 20minutes without any assistance and they don't reply the email

So which means if i have Funeral Claim which means i will have to wait for how long before they process the claim