Disappointed and disgusted in hollard funeral

I am very disappointed and disgusted in the service I received from hollard funeral, they phoned me last year December and offered a upgrade on my policy provided that the waiting period is ,3 months now they telling me that the consultant who contacted me was not authorized to phone me plus I was given incorrect information. I submitted a claim on Tuesday it's Thursday now and my claim still has not been paid out plus their excuse is that they have an internal issue after me having to phone them 3 times today nobody ever phoned me to tell me what the problem is, I must now borrow money for the funeral which is on Saturday. It's 4 is clock now and I still done have money from them. Plus they telling me they can't pay the amount which was promised on the new upgraded policy only the amount on the old one. This is really disappointing after paying a policy for more than 2 years then with your very 1st claim you have issues. All I want is the money I paid for to pay for the funeral is that so much to ask.