No claim paid and very disappointed

I am still waiting on my claim to be paid out. I went with all my documents on 6th January to one of your branches. They advised they will send through all documents but I had to follow up because I have a Flexible Funeral Policy. I then did so and called and was holding for 15 minutes, finally got through to agent. She checked my policy number and said she will transfer me to claims department. I was holding for another 16 minutes and they cut the line. I tried calling again next day again holding and no one answers. Spending so many money on my cell phone calling. My mother went the day after me (7th January) with her policy for my dad and she was paid out Sunday (10 January). Very frustrating as I logged query on your website too as I only want to know if you received my documents and what is happening. Received reference ***1 and Lilitha Mgangeka will call me soon. Day later and no call. My husband also called yesterday and was told that they can see on system payment will go through yesterday. And nothing still. My husband called again today and was told that she will send query to her team leader. No other feedback. This policy is up to date paid monthly via EFT. I send all the right documents. What is the hold up? I could not contribute to my fathers funeral because claim not paid out and had to do what I didn't want and borrow money. The reason I took out this policy was so that I don't do that. I am so disappointed. And don't think it's right to do this to a customer. Please can someone help me?