Poor service to the people

I have send the claim with all requested documents last week on 27 of July. I had to go and borrow money to help with funeral arrangements cause payment was not made to me as they promised when joining the policy of saying 24hours. I have called and no body is picking up my calls. On top of that when you claim they say they deduct 40% of the amount and another 300 for immediate transfer. This absolutely shameful of such scheme that Rob people at day light. Policy is paid accordingly every month yet all sorts of stories when the money has to be paid. Policy no RB124180/ML32963RB