Poor Claim Service

My wife passed away about a month ago, we had a funeral cover from Sanlam. When we took the policy online they said they pay within hours of submitting the documents. I have been waiting for about 3 weeks now, you can't get them on their phones because the system is offline and they respond to mails after 6 days at a time if you're lucky. We understand that most companies are working with skeleton staff but why sell an online service when you can't deliver?? This is such an inconvenience when you think you have covered the basics yet you can't even bury your loved once in peace. This has caused