Liberty not paying claims within 48 hrs

I have a funeral plan that I've been paying to Liberty life for more than 10 years now, the agreement is that it will pay the claims within 48 hrs if all required document submitted to them. I ve claimed in 2020 & nothing was paid within 48 hrs, even though all documents were submitted. I had to call them many times for the claim to be paid. Again this year, I've submitted a claim on 20 July 2021, all documents submitted, still money not paid. My complain is why they promise to pay within 48 if they are unable to do that?