Please Help

My grandmother died after paying her metropolitan funeral plan for many many years. You advertise a payout after 48 hours. It is now the 3rd week that we are struggling to get the payout. It takes days before there is even a call back or a responsive email from your company. How can you advertise a payment within 48 hours? My poor mother has gotten the worst service ever from your company, this in a time that she should be grieving the death of her mother. We have had excuses like..well we are working from home, or simply no reply from a email, a promise that someone will call her and does not happen. I feel that after paying this policy for a life time this should not be the respect that we should receive, do you? Can the person reading this message please let a senior person phone my mother Charmaine to get this resolved. We beg you.