False Advertising

I took out a funeral cover with Sanlam. Upon taking up the cover I was told they pay out within 48hrs. Fast forward to this week, I submitted a claim for a funeral on Monday 9/11/15 after. Two days later I call to find out how far the claim is since I hadn't got any feedback at all but I was told by the consultant I spoke to that I do not have a policy cover with them. I then decided to re-submit all required documents via their official claims email address. Still no response. By Thursday 12 /11/15 I decided to go into their offices after again, a consultant told me I do not have a policy with sanlam, to find out what the hold up was. The policy miraculously appeared on their system by now I'm told I have to wait 5-15 working days for a payout.