Aunt buried without payment from assupol

On the 2nd of December I filed a funeral cover claim for my aunt who was to be buried on the 5th of December. I received a response with a reference number DC/C***. On the forms it clearly states that it takes 24- 48 hours for the claim to be processed. It's sad to say that on the day of the funeral the money was not paid. Which makes me question the need to get a funeral cover from assupol if the money is not available for funeral arrangements. The call center agents do not have any answers and when you ask them to transfer you to a person who can give you answers its a struggle. Yesterday I logged a complaint and I was told to expect a call. Up until now the only call I received was for a correction of a mistake that was done by one of their sales consultants... Nothing related to the funeral cover claim. I have dealt with three funeral cover providers in my 6 years of being a policy holder but this one is a nightmare. Please make this right so that we can pay people who borrowed us money when you failed pay.