Late funeral cover payout

I joined Hollard funeral cover in 2009.On the 06th of July 2021 I submitted a funeral claim, all documents sent where received in order. I was told that the payment will be processed within 24 hours. Today is the 14th and I haven't received the money yet. I have been calling since Thursday last week, everytime I call they tell me that they are still waiting for the documents to be captured. The poor service that the company is showing us as clients must stop. We choose hollard thinking that it will be of great service to us. As much as the are so quick to debit our accounts why can't they process the payments as soon as possible so that we can burry our loved ones with dignity.