Delayed payment on funeral claim.

I asked my Advisor to send a claim on Monday, with all the necessary documents and up until now on Thursday the claim has not been paid, yesterday I received an email that my ID is not clear, but still my claim is not paid, its Thursday today and funeral is on Satarday and on the website it says the claim will be paid withing 4 hours of receiving the documents, wwith me its been over 48 hours yet the claim is still not paid, My advisor has called the claims department Twice yet still the is no tangible feedback. I have been a sanlam client for over 10 years that means everytime when I HAVE A BURIAL I MUST WAIT FOR DAYS BEFORE THE CLAIM PAYS OUT. I AM SO ANGRY RIGHT NOW.