Promises not kept when its time to pay

I have a Hollard Funeral Plan since 2012 which marks 9 years as a loyal client to Hollard and have NEVER missed a payment with you guys. I lost my mom on Friday the 14th May and summitted my claim on Monday together with all supporting documents and today is Wednesday and my claim hasn't been paid, 1 of the reasons we choose certain companies over others is their service and the promises they make to us as clients and 1 of those made by Hollard is that they will pay in 24 hours of receiving all necessary documentation. I am so disappointed in Hollard to say the least, when I call I am being told the claim is approved and that's it, since Monday I have been getting this feedback, this is a very difficult time for me and fighting with an insurance company to pay what is due to me as per the contract we entered is really not fair and the last thing I EVER wanted to do. My siblings' policies with other reputable institutes have paid but no not Hollard all that's happening is I'm being given the run around told that it's been approved but clearly not for payment. I am really shattered and disappointed that this is how I am being treated after 9 years of being a loyal client, had I known this would happen, I would have never considered Hollard but it's okay because I know better now.