No urgency in finalizing funeral claim

I am extremely disappointed Hollard has no sense of urgency when it comes to Claims. I called in on the 17th January requesting documents to complete as my mom had passed on, ref nr ********** 343; I completed the documents and sent through the same day together with all requested info, Death certificate, Death notification and ID etc. On Tuesday 22nd January I called to follow up on the progress as I was informed that the turnaround time for a funeral claim to be settled is 48hrs, I was informed by Timothy that nothing had been done, he checked the system and said it was due to me not writing the Id nr on each page, however on the email I received from Hollard it says that I need to write the reference number which is wf_ ********** 90 on all the documents to speed up the process, which I did. Timothy escalated this to the team leader and then instructed me to follow up the next day, which I did, the following day I spoke to Gladys ref nr ********** 688 who then told me, that the claim wasn’t finalized. I called in today again 24th January ref nr ********** 535 and was told that the team leader has not done anything. I am absolutely dissatisfied in the service; clearly Hollard does not honour their 48hr turnaround time to finalize a claim. I have been paying this funeral policy for 9 years and now that I have lost a loved one, my mom. I have to run around in circles trying to find someone that will assist in finalizing this claim, I need closure in my mom’s passing and by having to call in each day only makes it more difficult for me. I asked to speak to a manager and was told that I can’t, but have to write to the complaints department, what is the purpose of having a Manager if they do not take calls. Please urgently get this claim sorted and contact me with Feedback, all I get told by the consultant is that it is out of their hands, then in whose hands is it?