Funeral Claim - 12 days late and NO PAYOUT

I submitted a funeral claim on the 12th July after I had called the customer service center to confirm that my brothers son was covered under the policy I had taken out for him even though his son only lived for 7 hours after birth. The agent confirmed that he was on a policy that did cover such an incident. I asked him whose details I needed to fill in on the claim form and he confidently said that I needed to put in my details as I was the policy holder. After I was sent an sms to rate the service I had received from Hollard which I rated poorly, I received a call from Alice Morobi on the 16th July who asked me to send her all the documents I had sent to the lifeclaims email address. I was then called by her manager who is Emelda Tshabalala who gave me attitude to say the least and told me that my brother needed to fill in the claimant section on the claim form as well as send a copy of his ID. I sent all this info on the 19th July and have been calling the customer care center every day to find out the progress of my claim. Everyday I am told that my claim is still sitting with the risk department. Its almost 2 weeks later and I have received no payout. Hollard's promise is to pay all claims within 48HRS, this is not true at all as I have battled with Hollard before when I qualified for my Cash Back bonus. I have 8 reference numbers which I can provide upon request proving that I have been battling with getting this resolved.