Hollard Funeral cover: promises unfulfilled

My employee took out a Hollard funeral plan for her mother-in-law. Sadly, her mother-in-law passed on in early February 2026. A claim was submitted on 12 Feb, and again on 20 Feb 2026. My employee & I both engaged with a Hollard consultant on two occasions- they reassured us that the claim documents were received and the claim in process. They claim to have a turnaround of 2 days- alas, up until today (4 March 2026) the claim has not been settled. When trying to lay a complaint with them at the email address given by the consultant (***), even this returned. So, there's no way that we can lodge an internal complaint. This is very bad service from a so-called leader in their field.