OUTsurance are ****mers

OUTSURANCE ARE ****MERS!!! Funeral advisor assisting is Mahlatse Bodiroa

I have a funeral policy with OUTsurance, last week Sunday on 23 March 2025 my sister passed away. On tuesday which was the 25th of March we went to OUTsurance agencies in King Williams Town they are located inside shoprite I went there with all the documents so that I do the claim and give them everything that they said they needed for my claim to be processed they scanned the documents and said we must wait 48 hours. As I am writing this complaint the date now is 2 April 2025, I have been calling them since last week Thursday to check up how far are they with processing the money so that we can proceed with funeral agreements. Guys since last week Thursday this is now the second week, they have been giving me the run around, we are stuck because my sister had no policies besides the one that I did for her. I don't know what to do the funeral is supposed to be this Saturday. Now what is worse is that Mahlatsi the advisor handling the case puts the phone on hold or just put it aside while I talk on the side he is not responding when I ask questions.

Please assist what can I do where can I go because everytime I call the call center I'm transferred to this Mahlatsi who has no way to speak to clients