Claim still unpaid

My name is Learto Charmaine Maerman and I covered my late grandmother with Assupol Life. She passed away on Friday 25/08/2017 and I logged a claim at the Assupol Offices at Markpark Vereeniging, where Kelebogile assisted me. My Grandmother was buried on 2/09/2017 and till today, 4/09/2017, my claim is still unpaid. I returned to their offices on 31/08/2017 and I was assisted by Kelebogile again. She informed me that Megan has cancelled my claim and that no one was at the offices where the payments were made. I explained to them that I took out a huge loan as I needed to get the funeral arranged and they promised to pay me on 1/09/2017 but nothing has been credited to my account up to date. I am so disgusted with the terrible service/or lack of service that I received from Assupol life! I am currently in debt because of their incompetence.