Poor service, they don't take clients serious

I am extremely disappointed at the level of service received. I have been assisting my aunt with her claim, with the company as she has been paying a monthly premium for a funeral cover. We had made sure we get information on which documents to be forward and sent the documents including the proof of payments they have asked for via email. She physically has been there twice for her claim and had been told it's being processed to allow atleast 24-72 hours. This was from a lady named Nomfundo and a guy called Njabulo in the two times she has been there, and this is after a number of emails we have sent to no response. This was in 2024 November, we now in 2025 . Clearly the customers aren't being taken serious. First of all they should have records of the payments on thier system as the money is debited on a monthly basis. How do they expect one to make funeral arrangements if it will take them months to process a mere claim. Consider that the main reason one takes a funeral plan is for the convenience of not having to deal with the financial stress of burial funds while mourning the loved one, but with you there is no convenience at all. What does it take for a claim to be processed or is this a ****. No document is outstanding but the funds have still not reached the account. I can never recommend this company to anyone and we still want the funds processed as soon as yesterday.