Hollard Funeral Policy

My late mother had a funeral policy with Hollard. She passed on, on the 11th Dec 2020, the claim was submitted to Hollard Funeral Claims on the 15th Dec 2020, all documents they requested was submitted. They said the claim will be paid out within 48hrs. Gone 48hrs and the funeral continued, no communication and no claim from Hollard. Last week we called them again asking about the claim and why they haven't communicated from their side. In response they told us that it is our responsibility to call them and the claim have not been processed yet, whilst they told us on the 15th Dec 2020 that the claim has been successfully registered and will be paid within 48hrs. As to date they have not paid out the claim. Hollard Insurance have the worst service, I would not even recommend a fly to do business with them. Poor Service and they don't care about their clients, all they care about is to collect premiums month end.