Bad customer experience from fin choice funeral services

I have a funeral plan with fin choice which is part of home choice I put in a claim and submitted all documents last week Wednesday 13 October 2021 I am still awaiting for payments even today, their service is very bad they don't call or send email I have to call them all the time. Today I got paid they deducted the full premium even for the deceased

I am starting to have second thoughts about fin choice funeral plan

On their policy wording they say payouts to be made with 48 hours it's now 5 days nothing is happening