Hollard funeral policy delays

I took a funeral policy from Hollard for my father a year ago. Unfortunately for us he was passed away from unnatural causes on the 24th of December which is under police investigation. Due to circumstance of the way he passed on we had to bury him before the new year. Everything happened so quickly and with the holiday we decided to bury him after the postpartum. I ended using up my some of my salary, bonus an savings to insure he had a decent funeral. Only after the funeral did I find the time to go to Hollard and submit the claim. When I got to the office I submitted the documents they requested and I was told that my claim had been processed. The following day I received a call from Hollard and they requested I come in and collect a document that need to be filled in by the investigation office, I informed them that it was unprofessional of them and all this could have been communicated to me the day before. I then went to their offices collected the document went to the investigating officer, once he had filled in the document I went back to Hollard to submit it. I was told I would receive a call or sms shortly from Hollard ,confirming that my claim is being processed. I waited for 4 days with no phone call. I then made the call to Hollard to find out the status of the claim, I was informed Hollard is investigating my claim. Its been over a week with no call or sms from Hollard. If I had not taken my money and buried my father would he still be at the mortuary waiting on Hollard to assess or investigate? Its sad that this money is not even half of what we have used to have a decent funeral. This is very unfair as I never defaulted on payments. In their contract its stats payout are immediately after you have submitted the requested documents, it been over a week no communication no money. When I call they tell me its still under investigation...???If you want to take a funeral policy DO NOT use Hollard. They will just inconvenience you and if you relying on that money only and have no other reserves, you will incur other debts that could have been avoided if they stuck to their contract agreement.