Horrible service

I submitted my claim on Tuesday 29th October 2022 at 10 am and the responded to say that the claim will take 48 hours to process and I specifically mention when I was submitting my claim that the burial will take place on Friday 2nd December 2022. Woke up on Thursday and no funds were deposited in my account so I call the call centre around 9 am and I was told that an immediate payment will be prpcessed shortly and that didn't happen, so long story short I have funeral to make today and there is still no money in my account.