Bad service by Lion of Africa Insurance

My granny had a funeral policy at Lion of Africa Insurance and she went to claim on friday the 13th and she submitted all the documents that were needed for the claim. Then they said they will transfer the money in 48 HOURS, then she waited and today she called them because they haven't transferred the money and they told her they haven't received her documents were as the guy that assisted her said he sent all the documents to the head office of Lion of Africa now they want her to redo the claim again but the funeral is on Saturday this week. We are very disappointed because my granny has been a loyal customer for 15 years and this is how she is treated.