Horrible Old Mutual Group Scheme Experience

If I could give Old Mutual Group Schemes -10 stars I would. We are led to believe that if you have a funeral policy with them, they will pay out within 48 hours. It has now been two weeks, with no payment in sight. I emailed the relevant documents to group schemes, claims and customer care. The only department who actually sent an acknowledgement of receipt was customer care; it was an automated response which indicated payment of funeral benefits are processed within two days. When I contacted Group Schemes earlier this week you, you have to suffer through being transferred from one department to the next, with long holding times using up all of your airtime, eventually they advised that they are processing the claim, after reprimanding me for emailing the documents through to Customer Care, which is supposedly the wrong department. Never mind the fact that the policy document itself states to contact customer care and that I did not only email customer care to being with, they were just the only department which sent a reference number. Be that as it may, still no payouts are reflecting, and I have funeral costs to pay. This is already a difficult time for my family and now they are causing more stress over a policy that we've been paying faithfully for over 21 years.