Still waiting for funeral pay out more than 15 days later

My father passes away on Christmas. I have a funeral cover with them for him since 2016 never missed a premium never had any complaints regarding their premiums. On the 30 December I put in his claim with all documents ready, I get an sms that stats we pay out in 24hours. A week later no pay out so I went into their brabch again to enquire what is happening with the pay out. The consultant helping me tells me their policies have changed it takes 7-10 wprking days, said they will pay out by the Friday the 8th of January. I asked when was this communicated cause according to the sms it's 24 hours.

Fast forward I contacted my broker to assist she comes back with the excuse of system errors I ask her system errors for 2 weeks already whose playing a fool. I asked her what would happen to my dad if I didn't have money to busy him cash? He would still be laying there while I am waiting for a pay out.

This is the most horrible service I have ever received. I lost all faith in their polixes and payouts and be of itI am telling everyone I know about my experience and looking for other cover for myself and my family cause what would happen to them or me of we have to pass on. Wait for years to pay out????