Bad service from Absa life claim department

Hi,I have funeral cover with Absa bank so many years ans I ddnt claim for funeral for all those years, know I have claimed since from the 8th Jan till today still waiting for them,I have been calling, sending emails and all I receive it's that the accessor still busy with my claim and for all Most 6 days,they told us your policy will be paid within 48 hours and know it's over that period, no one boders to call or notify me with progress, I'm the one who's busy calling them and they promised me that the accessor will call me and even today still waiting, they so quick to debit the money and when it's time to pay they coming with excuses