Poor work ethics

I submitted a claim for a funeral last week Tuesday and my claim was never paid due to technical or ignorance at old mutual of which i had to run a funeral painfully so and i am still not paid from old mutual. The painful thing is that it is always said that it takes 48 hours for a claim to be paid now its 7days and the claim is still not paid and this makes me look like a ******** to the funeral parlor that accepted to help me even when old mutual failed me dismally. Is this the service one needs to receive but? and when i submitted my claim not even one consultant from Old mutual called me to verify if i am really submitting a claim and what documents could be needed to fast track the process of the claim. I wish it was possible i would leave old mutual and join companies with better treatment and understanding of client relations.