Disgusting service

I'm so disappointed in Hollard, when one takes out a policy, its because we trying to avoid un necessary stress when we have to bury our loved ones, but thats not the case with Hollard Insurance. I submitted a claim at their Bara Mall branch on Tuesday (19th Jan). And was called the next day to confirm reciept of the claim, and that it will be paid. Up to now, I still haven't recieved any money, but they always say they pay in 48 hours, upon recieving all the relevant document. I can't carry on with all my arrangements now because of their incomletence. I called at about 9 am this morning, and was told it was submitted for payment yesterday, it is now 15:15 they still tell me its not paid yet. When are they planning to make this payment!