No Communication After Claim

I am utterly shattered and upset and appalled at the service rendered with my dad's funeral claim.

I made the claim on 25 June, for policy FUN005*****3 at the West Street Durban branch with Nokubonga Xaba who checked all documents required were on hand and sent them through. She confirmed payout would be within 36 hours

From the moment I left the branch there has been no further communication from your group to update me in terms of the progress or clearly LACK thereof .

I called in on Friday 27 June and was informed my claim was with the assessor and I would get a call or feedback during the day. Nobody contacted me. No updates have been provided. There is no reference number.

I called again today and was informed that the claim has in fact NOT been escalated. It is now 28 June. The funeral is tomorrow.

I am requesting feedback as to what is going on because the lack of communication is SHOCKING.