Hollard deliberately failing to settle a claim and to provide communication

I have sent a funeral claim on Monday the 18/01/2021. i was calling Hollard everyday I was told that no one has been assigned to my claim other days i was told is in progress. I was never given an opportunity to speak to any manager or supervisor and I asked couple of times. I had to make other arrangements to bury my mother you can imagine the frustration and additional pain i had to go through. On the 26/01/2021 I went to the branch in Adderley street Cape Town. I explained my situation to the guy named Barlow I think he is the branch manager sent mail to a guy named Brian. On the 27/01/2021 I returned to the branch I was asked for some information that I have already submitted I was given a new form that I completed after being told to correct couple of things on the new form to complete no feedback provided and I sat at the branch as if i have nothing to do. Barlow told me he had is going to the meeting but they are busy with my claim. after some time I had to demand from the consultant that I want to speak to Barlow as there was nothing or no feedback. On the phone Barlow told me contradicting stories. He said I wont be paid on the very same phone call after stating how frustrating they are he said my documents have been sent he will call call me 27/01/2021 before end of business day. I said they are providing false advertising and they don't live according to their slogan "Siyaduduza" meaning we are comforting in English. But the level of service that I am not getting leaves much to be desired.