Poor service for urgent funeral preparation

My brother in law passed away we submitted a claim to hollard on the 16 of July 2021 till today we have not received the policy money. We visited the branches in Braamfontein to submit all the documents required and we where assisted and where told in 48 hours,till today we have not been updated on the claim or received the policy money. We then again sent emails but no response, we had to burry my brother in law without the policy money and I must say it was the most difficult situation we ever had to deal with.