Very poor service!

I made a claim last week Wednesday and I was told that I will get a payout within 48 hours after submitting the necessary documents. It's been six days and I have not received any communication from Hollard regarding my claim. I called them this morning and they said my claim is still being processed. Funeral policies don't usually take this long and it is an inconvenience to me. I sent them an email immediately after the call and I have not heard anything from them since.