Worst Service Received from a reputable company

I have a funeral policy with Kunene Makopo Risk Solutions. I lost my uncle and contacted Kunene Makopo, Martha Nobela received my email and forwarded the claim forms to me.

On the 28th of September I filled and returned everything to Martha Nobela and reminded her that the funeral will be on Saturday the 2nd of October 2021.I then send another email just to check the progress. The funeral was on Saturday the 2nd of October and still I did not have my money paid in. How am I expected to have contributed if the money is still not paid. Did Old Mutual drag their feet and somehow contributed in me not able to assist burying my uncle? How is this good service? What kind of bad service is this? My uncle did not deserve this especially when I kept paying my monthly premiums. Who is going to be held responsible for this? Somebody truly should be held responsible. This is not the first time I have been treated this bad. It happened before and it is happening. I will need to change companies after the ordeal