Bad service

I have a family burial plan with FNB which is underwritten by Liberty. I lost my Father who is a beneficiary in my Liberty Life family Burial Plan policy. The policy has been held over many years with no dishours on account- I think over 8 years or more. I forgot about the policy and therefore did not claim when I lost my Dad in 2015. I only remembered the policy when I got a call from Liberty a week before last congratulating me on how I have kept premioums up to date. The consultant ran me through a list of covered beneficiaries and that was when I advised him that I already lost my Dad. I asked if I could still claim and have his portion of the premium removed and the consultant agreed. So I went to Park Town FNB branch with all necessary documents and made my claim. The policy is supposed to pay within 48hrs. Todate there has been no payment. All I got was a call from some call centre advising me that Liberty is still to decide whether to pay and adjust premiums given developments in my family. Now this is shock, anti- TCF and disposable for a company of Liberty Standing. It is dispicable that they avoid honoring a claim. This is why I cancelled my RA with Liberty in the first place given the service level was equally socking especially during tax return times. I am happy to share policy number in need but can also be traced through Id number ********** 430081 - cell ********** 734