Poor service

I'm so disappointed with poor service that I'm getting at Liberty today it my grandmother funeral and I claimed on Friday morning before 8 and still they haven't paid it's passed 48hr which is their waiting period and when I phoned to enquire I wàs told that it takes 6 hr for the claim to be allocated plus the 48 hr which has passed again the aim of a funeral cover is to help with the burial not after burial which again it's not for the first time they are paying late, I've had this policy for over 12 years and I've never missed a payment and for them to create me like this it's so disappointing I mean it's Covid time we don't choose to loose our loved ones and we don't even choose when to bury so the claims department should be more considerate :Policy number :***