Funeral claim not paid!

Seems I'm going to regret they promised to pay their funeral claims withing 48 hours, but 48 hours is over no money! My grandmother has passed away she is in eastern cape I'm in gauteng I'm stuck here because I'm waiting for the claim to be paid in so that I could travel... I called in today to do a follow up the consultant I spoke to said there is someone who is dealing with but she cnt confirm if what's going on coz she dsnt have access what kind of pathetic service is that? Must I wait for God when will this be done while Im depending on these funds to do the funeral arrangements the, I wish I read the reviews before taking the funeral Plan with them I was blind folded but their cheap premiums... Please pay the funeral claim I need to go to eastern cape urgently, 48 hours is over dnt advertise false hope in your website... No confirmation no sms no email no call I'm just waiting......