Funeral Claim Not Attended To

We lodged a funeral claim with Standard Bank Insurance on Tuesday, the 21st November 2017 in order to pay for my mother-in-law's funeral which was due to take place on Saturday, the 25th November 2017. When the claim was lodged, we were told that the claim would be processed within 48hrs. Today is the 27th November 2017 and by 3pm today the claim had not yet been processed. We have only today at 3:45pm after almost a week received a claim number and have been told to wait another 48hrs. So, in actual fact, Standard Bank Insurance have not kept to their policy of attending to funeral claims within the 48 hr period. In the meantime, we have had to find funds elsewhere to pay for the funeral. What is the point of having a funeral policy if it can not help to pay for the funeral?Other funeral policies pay out within 24 to 48 hrs. Some even almost immediately and here we are still battling to get our claim processed. Worst service ever received.