Bad Service

I would like to share a bad experience i had with Old Mutual Greenlight. My aunt passed away on Saturday 8 June 2018 and as a family we decided that the funeral will be Saturday 15 June 2019. On Wednesday afternoon i went to the OM branch in Cape Town to do a claim and up until today no payment has been done. I had to make other means for the funeral to continue. I thought the whole point of taking a funeral cover is to make your life easy not to be inconvenienced.

Can Old Mutual please advise why my claim is taking this long?