Extremely disappointed in service

I took a funeral policy with hollard in 2014. I had my first claim in 2018 which ran smoothly. I submitted another claim on the 27th July 2021 and up till today the 1st of August my claim has not been processed. when i follow up with hollard head office i was told that no claim has been made on any of my policies, regardless that i submitted all required documents to the Durban branch and informed that everything is in order i need to give it up to 48hrs.

I have had to go into debts, get loans to bury my loved one, as if i had not prepared for this day.

When i returned to the Durban branch to ask for a manager on the 29th July 2021 to enquire why am i being told that there's no claim on my policy, i was told that the manager was not in and a lady offered to assist me and advised that the documents were sent to the claims office but she can see that the claims department has not done anything. She said she was going to resolve this immediately however up till today the 1st August 2021 i have not heard from her and no payment has been received.

I am extremely disappointed after so many years of trusting hollard. I wanted to add my siblings to my policies but never i will i make that mistake and i will never recomend hollard to anyone.