Unhappy Client

I am not happy with the service at Sanlam indie my uncle passed away on the 07/03/21 i send the documents to sanlam indie on the 10/03/21 i been waiting for them to pay so i can burry my uncle the saturday instead they keep telling me its siting at validations team i am still waiting i have been making numerous calls to sanlam indie but no proper response .i went into debt to burry my uncle and still have not received payment my premiums are up to date i dont understand what the hold up is ,the company policy says they pay within 48 hours it means they are not living up to the standards when they want clients they dont mention that you must wait 1-5 days for validations. Service very poor