Unpaid Parent Funeral Policy

I took out a Hollard Parent Funeral Policy in 2010. My father passed away on 27 June 2021. I started the claim on 30 June 2021. I have still not received the pay out. I have phoned in so many times and each time they promise to follow up and that they will make it priority but still nothing! Apparently according to the consultants, the problem lies in the Claims Department. I have even emailed the Complaints Department, and even they have not made contact with me yet.

This is totally unacceptable! Hollard promises to pay out within 48 hours. Why do they cause more stress if one is already under so much emotional grief! Not to mention their terrible answering service, one is almost 15 minutes on the phone, just listening to the automated voice notes before one gets through to someone!

I still have my mother covered on there, do I cancel the policy now after 11 years, after having paid in so much money already?! I also have my household and car insurance with Hollard, which I definitely intend cancelling!