Poor Service from Safrican Insurance Company

I am very disappointed in Safrican insurance Company, I sent my claim last week and I haven't received any feedback from them since the day of the claim. The funeral if on the 14th Januarie 2023 and the preparation for the funeral are not even halfway done because of them not paying out. this is the second time that I am receiving poor service from this company. November 2022, I made a claim for my nephew and the payout was made a week after the funeral which is very poor from an insurance company. My family thinks that I am not being Honest with them because the same thing happened last year, and this is causing problems between myself and my Family. Safrican deducts our premiums on time but when it comes to claims we have to beg, go back and forth for our hard-earned money deducted by them. This is totally poor and unacceptable can't they at least contact the beneficiary and inform update them on the progress of the claim? Must I go and borrow money from someone to finalize the funeral arrangements? I am deeply disappointed.