Frustrated customer

I logged a claim on the 3rd of March to cancel a tax free saving because I have an emergency till today no payment has been made I have called the call centre and went to the branch but no help the question is I have a funeral policy and life cover with them can they be trusted that my loved ones will be taken care of should I die I mean if it takes more than 30 days to payout a tax-free saving, it is very frustrating.