Hollard funeral not transparent and rather ********* with me

Hollard funeral policy do not want to payout in time and are inconveniencing me and my family and this defeats the purpose of having a funeral policy. Matter of fact they’re looking for reasons ( that they’ll never find by the way) to not approve and payout. I always do everything right&correct all the time ; I have never given them any issues from the commencement of this policy and was expecting them to reciprocate this when I eventually need their help. I submitted my documents Thursday afternoon the 22/10/20 , they acknowledged receiving my documents and assured me that they are all the documents they need and are correct. They then told me I’ll get regular updates during the processing of the claim but I should get the payout within 24 to 48 hours latest. I never got any updates/call except their sales agents trying to get me to review and add another member on my policy now that the other member has passed on. I’m the one who gas always been callin. Today the 28th and yesterda I called, their call center agents saying my claim is referenced for further assessment and there’s no turnaround time for assessment.. They all can’t tell me what is being further assessed and refuse to refer to anyone who above them so I can get clarity. They just repeat the same thing that there’s no notes written for them as to why my claim is being assessed. I’m very disappointed and severely inconvenienced.