Funeral Claim Unpaid

Called to enquire if my late wife had existing cover with Sanlam, callled on the 12 Feb 2020, at 13:30 for about 27mins, unfortunately I did not take the name of the female consultant that assisted me, took down all my details and confirmed that payment will be made to my account within 24 hours, to date I am still waiting for payment been calling from 17th and end up giving up on the 20th, however I feel this is just a disgrace let alone to people that have lost their loved one and still dealing with the passing of your loved one and still have to go through such, it is extremely unacceptable. I would like to be contacted before the matter end up with Ombudsmen