IUA/ Hollard/Edgars

My experience has been one of utter disgust and disappointment. My mother passed away on 19 March after being a loyal client to Edgars for years. Please explain that how after 12 days and counting her funeral claim has not been paid out as yet. The claims assessor took 3 working days to look at our claim only to then enquire why her body was collected 3 days later from morgue. My qu.. you have a death certificate? No response from claims assessor. Then they enquire with undertaker who promptly sends them a mail to explain. According to their self service update this letter is only received 2 days later. The claim now approved as from the 9th April refers to an email being sent to me. I still have nothing and no payout. I would love to know if this is the way IUA treats all their clients with no empathy or respect? Are their claims assessors aware of funeral processes and what does 48hrs turnaround time mean to them ? What happens to their clients who depend on that money to bury a loved one? Edgars and Hollard you have a long standing name in the business world but if this is your underwriters and you accept this sort of customer experience then I feel that you should rather close your doors. Other underwriters are putting you to shame with payouts in less than an hour as they are putting themselves in the clients shoes during their difficult time. So I patiently await an email or even a phone call from an IUA assessor which I feel might never come.