Bad service

My name is Desmond Twala im not happy with the policy ..I've made a claim for a funeral since on the 30th of March. I've been told to wait everyone I call .I'm being told about waiting for 24hours. I'm being passed from one consultant to onother. They even tell me that they have escalated the matter but nothing yet ..the funeral is on the 8th still no payment...the funny ar is ive been with them from 2014. I've paying them nicely but what do I get in return..I'm highly disappointed Thanks