SanlamSky taking giving me tough time to pay my claim

I may understand that my claim has to be sent to auditors for assessment, I have been following up the whole Friday with you and I was told that my claim is at the final stage and I was told that it normally takes 48 hours to be paid. Today I got an sms telling me that my claim has been sent to auditors and I should get the feedback in 5 working day, what happened to the 48 hours now? what is the hold? this is now a death claim from sanlam sky. I am finding it very unfair, I want to burry my sister this is long over due already, why must be a little bit of a drama when one has to claim with you? this is for the 3rd time experiencing glitches with you, it is never a smooth process. I was suppose to burry my sister this weekend but I couldn't and now I am told that I will get feedback in 5 working days, is it even making sense to you? does that mean you not being considerate at all? what are you doing to meet your clients halfway considering the pandemic?