Hollard service sucks big time

I am very devasted with the service we getting at Hollard as a whole. As a family we claimed for my grandfather's funeral. We getting closer to the funeral as it is tomorrow and there is still no payout from his policy. Going through so much grieve we still have to face such horrible service from Hollard because we haven't gotten any feedback or response in regards to out claim. Mond you this specific company accepted monthly premiums from but they are very slow to get back to us and even pay out. How do we have a dignified funeral for our grandparent when they don't want to payout. What is worse is that we call them and go as far as saying they have too much work on their plate and that they will only speed up process if we complain. Do these people even care about their reputation and what they clients? Please do something and give us something tangible, this is unprofessional and uncalled for really!