Failure to pay claim

My Mother passed away on 30/12/2020,I submitted a claim on the 5/01/2021,I received an email on the 6th January stating that they've received all relevant documents and payout will be within 48hrs.. I have called numerous times, the consultants confirmed that the claim has been escalated. It now seems my number is blocked, the call cuts, but when I called from my other no. the call was answered.. It's the 17th January today.. No payout yet! I've had to use my child's saved up school fees to contribute to my mom's funeral!! This is so disappointing and a very hurtful process. Im definitely canceling my other policies with Hollard- my whole family is supposedly covered by you