Funeral claim not processed - documents missing

On Tuesday the 2nd of November I went to Hollard offices in Parktown to lodge a claim for my deceased Aunt that I had been paying premiums for Funeral and Life Policies. I was assisted by a lady called Mpho Mari . We submitted all the documents to her and she asked for my bank statement which I emailed to her. When we left she hadn’t received the emai yet because of the slowness of their system she said. On confirming with her later that afternoon she acknowledged receipt of the email containing the bank statement. I am surprised today that when I call the Hollard customer cars I’m told by a lady named Chriselda that they never received the claim documents, therefore the claim is as good as never been done,! We were assured by Mpho that the payout will happen in 48 hours but now it’s more than 48 hours and it’s not even about a delay in processing of payment, but it’s about documents that were never sent to the claims department ! What exactly is supposed to happen now ? We have a funeral that is supposed to take place a day after tomorrow and we still do not have the money ! What kind of bull**** is that and how can these Hollard people be so inconsiderate and lack compassion like this ? To think that I have insured quite a few of my family members with them , only to find out they treat people this way ! Wow. I’m so disgusted and disappointed with Hollard Insurance.