Not living up to expectation

My employee's son died more than a month ago. When she signed up for the policy it was said that claims will be paid within 24hours. Now...it has been more than a month and no payment received. Every time we phone you speak to a different person and there is a lot of noise in the background. They keep on promising that someone will come back to you and payment will be made. No payment as to yet. She had to loan money for the funeral and is experiencing a lot of stress.