Disappointed at Sanlam

I took out a funeral policy for my brother , I was told there's no waiting period for an accident. I cancelled a policy I took out for him with another company. Unfortunately my cousin passed away after he was knocked down by a car on the 31st August. On the 6th of September I submitted my claim to Sanlam contrary to their promise that they pay within 48 hours I waited and the 48 hours lapsed, I called them j was given different stories. Eventually I recieved an sms saying the claim has been sent to the auditors and they will communicate within 5 day, before the five days lapsed I recieved another sms saying the claim has been sent for validation and will take 1 to 21 days. I never heard anything from them again. I had to beg and borrow in order to bury my cousin who doesn't have parents because the costs at the funeral parlour kept going up, we buried him on the 14th trying to avoid incurring a lot of debt while waiting for sanlam to pay out. Everytime I enquire from Sanlam am told the claim has been escalated, even the people that lent me money for the funeral want their money back because I promised that sanlam will pay unfortunately it seems sanlam does not care about the contracts we sign.

I'm utterly disappointed, I don't wanna lie and I regret taking a policy with them. I'm even thinking of taking the rest of my policy somewhere else. Atleast I will be respected or the contract will be respected and honored.