Worse Process ever, inefficiency

Policy No***3, I have never felt so naked in my life. I have made numerous calls to Hollard, emails to Hollard and till today my mother's claim has not been logged and I have to burry her in 3 days then when it gets logged I will still have to wait 24 to 48 hours before the money appears. How do you even buy a coffin a day before the funeral? I have lost words to express my disappointment with the team that has been handling all my calls except one gentlemen by the name of ***. The rest of the team just have no regards what so ever, the process if just so not user friendly. To think that in 2015 I sent a compliment about Hollard Insurance and proudly told any insurance calling for a funeral cover of the years that I am happy where I am because I have seen their efficiency when I lost my Father. Little did I know that the service is deteriorating to zero and I will need to go ask my bank for a personal loan. Lesson learned for me, I have serious changes to make after this has passed.