Disappointed and dismayed at Hollard Insurance service,.

I recently lost a loved one, I have a funeral policy with Hollard so I made a claim on the 20th April today I called to find out about the progress of the claim only to be told they have not been captured as yet and today is the 25th April the lady I spoke to said she has escalated the claim for capturing. This company supposedly pays within 48 hours, how do they expect me to make funeral arrangements without the money is beyond me. I am so disappointed with Hollard for adding to my grief instead of making it bearable.