Unprofessional service

My mother is a pensioner. She just turned 70 years old. Her brother passed away in December 2020. She had a funeral cover with Hollard for my uncle. She submitted the claim documents to the East London Hollard branch on the 8th of January 2021. She was told the claim would be paid within 48 hours. She stays in a location which is about 50 km to town. She risk her life and took a taxi to go and submit the claim documents. She brought this to my attention on the 22nd of January, then I decided to connect her with a consultant at the call centre. We spoke to 3 different consultants, this is as a result of calls being cut off while we wait to speak to a consultant, or the consultant would answer and take down my mothers identity number and ask us to hold, then the call would cut off, and the consultant does not phone back. My mother is a pensioner, where is she supposed to get so much airtime to waste on a phone call. Eventually we got through a lady who promised to investigate the matter and phone my mother back at 15:00 on the 22nd. Came, 3pm no phone call. Then at 15:30 we decided to call back, we spoke to another lady who advised that the claim was only submitted on the 21st of January 2021 by the Hollard branch, therefore the payout timeframe would only count from the time it was submitted on Hollard's system even though it was submitted on the 8th of January. This is very disturbing and such disservice to a 70year old who had to take taxis and use airtime to follow up on something that should have been done right the first time. The consultant at the Hollard branch sat with the claim documents and only submitted them when it suited them. My mother is the one who had to suffer through out this delay.