9 DAYS LATER STILL HAVE NOT RECIEVED FUNERAL PAY OUT

My mother has a Funeral policy which covered her and my father. We lost our father on 02/02/2023 and went to log a claim personally at pietermaritzburg branch on 06/02/2023. The funeral was planned to take place on 11/02/2023. We were told that we will receive the payout within 48hours and till today (14/02/2023) after the funeral we have not received the money.

We were really inconvinienced by this delay as we had to take a loan to make sure that we bury our dad with dignity. Its really dissapointing that my mom has been paying for this polict for more than 20 year and had never claimed for a funeral just when we need it the most nothing is processed. Till today (14/02/2023) we have not yet received a payment. We have tried to call a couple of time and we are being told they will check and revert. Still now i presume they still checking the funeral has passed and now we have a loan that is bearing an interest every day that we are liable for.

I am totally totally dissapointed and at this stage i wonder if the money will ever be paid oput because clearly old mutuial doesnt respect and priorities their clients. WHEN WILL THE MONEY BE PAID OUT??? WE ARE TIRED OF BEING TOLD YOUR CHECKING ANDS CHECKING AND ESCALATING BUT STILL THE ESCALATION IS NOT YIELDING ANY FRUITS.

I have shared the reference number just in case if you want to follow up and take action not just an escalation as we have been promised.