Hollard not paying!

I have a funeral policy for my mother through Edcon with Hollard. On the death of a person it should take up to 48 hours to pay so the funeral can be covered. My mother passed away on the 23rd July and we went into Edgars a couple days later to put in a claim. We are still waiting to this day for any response from Hollard. We have sent numerous emails and put in 2 complaints. We have been totally ignored. Even the consultant at the Northgate Branch cannot get any assistance from them. This is not the first time I have had an issue with Hollard. This is disgraceful!! What does it take to get what you are owed?