Terrible service

I have a funeral cover with Hollard and I laid a claim on the 3rd of this month and I was supposed to receive the money within 48hrs and still they have been escalating the matter....I used my whole salary to prepare for the funeral knowing very well that I will receive my money back and I'm still waiting. I even went to the parktown offices and they scanned the documents and said they will escalate the matter, until today no one has gotten back to me. I'm thinking of even canceling my other policies with them.