Horrible experience

My mom and I made a funeral claim via email on the 15th of June 2021, we included all the required documents, even called to ensure all is in order and to confirm the turn around time for the claim. We were informed that the payment will be made no later than Friday 18th June 2021,Mind you the deceased was going to be buried on the 19th of June 2021, we were fine with that thinking we will sort everything concerning the funeral that Friday when we receive the payout. Friday during the day I called in again just to ensure if the payment will be made, one of the consultants told me she will get back to me and she never did!, we therefore needed to devastatingly make another plan, to cover the shortfalls for the funeral FFW to today (21/06/2021) the money is still not in, and no communication has been made with us. I call in again and the consultant I spoke to today checks the documents again and confirms that they are all correct, he calls the person handling the claim and that person says they mistakenly put our claim on PENDING! I don’t understand why the monthly debit order for premiums doesn’t mistakenly go on pending on our side, I don’t understand why we are not taken seriously when we claim, I don’t understand how a claim is not treated as a matter of urgency, I need the person who was handling that claim to be called into order, because you absolutely can’t do this. This is not the first time we experience a problem with a claim at Safrican. The experience was horrible and I don’t recommend anyone insuring with this company. I wasn’t even given a reference number for any calls I’ve made, I am so disappointed.