They don't pay out in 48 hours

I submitted my funeral benefit claim last week Tuesday, 14 July 2020 and it's still not paid. I didn't hear from them until I called them on Friday morning and was told the claim would be paid in 48 hours, excluding the weekend. I asked if the could escalate the claim as I needed the money for the funeral, they said they would try. The consultant I spoke to told me that they have many emails to attend to and that I should have gone to their branch as the service there is quicker. I asked her why didn't they tell me this when I called to ask about the claim process and she said it's her own preference and they don't advise their clients the same way. I told her I'm disappointed that a big corporate like this still doesn't have consistency on their client service processes. It's a week later, I still don't have the money. They promise to pay out in 48 hours, in my case it's over 5 working days. I am disgusted by their service.