Bad service and poor communication

Hi I'm Busi S I made a claim with policy no TU165346 with Two mountains on the 31/08/2022 and the funeral was on the 03/03/2022 you can imagine what I'm going through they have not made payment as their agreement of paying within 48 hrs I've been calling their call centre and you will be told it's in risk department it will take4-14 working business days to be paid and according to the agreement it goes to risk department when there is a dispute and they will notify the claimant and I was never notified about that all I want from them is to stick to the agreement and I want them to pay what is due by me as per agreement 48 hrs , their service is very very bad if they are a burial society they must tell us please I want what is due by me now