Worst Claim and Customer Experience

My sister and I sent in claims for our late grandmother on Tuesday, 27th September 2022 on our icover policies. I received an sms within 20 minutes of sending all relevant documentation with claim form. They went quiet after that until my sister called them on Wednesday and was told payment would be made on Thursday, 29th September 2022 by COB. However nothing was sent. I called this morning (30 September 2022) to enquire and was told that claim was sent for payment yesterday but to my surprise I haven't received the money. What is so painful about this whole situation is that my grandmother's funeral is tomorrow (1st October 2022) and there's still monies outstanding that have to go to the undertaker. The reason I took this policy was to cover such expenses but Sanlam is taking that away from me. The undertaker is calling me every half an hour to follow up on payment and I have ran out of excuses. I did not need this kind of stress at a time like this, I can't even grieve the woman that raised me because of Sanlam's incompetence. This is unacceptable and disgusting honestly.