Funeral cover payment delay

One would think having a funeral cover is a way to lessen stress when loved ones pass away. We have been sent from pillar to Post by Hollard with regards to a policy and the whole claiming process. We have a funeral on Saturday morning but we are yet to be paid by the company and we have sent lots of emails which their staff claim to have not received them yet. Why just it be a struggle to claim while it was very easy for them to debit on a month to month basis. I am very disappointed with the whole process and would never recommend anyone to join them, it’s a pain getting policies paid