useless , misrepresentation and lying

The bad service that i received from Two Mountains during my grieving time where i needed their help most. I submitted a claim with them on one of the policies i have with them hoping that i will receive the money before the funeral, that did not happened not because i submitted my claim late because of the incompetence and negligence of their employees. They don't value their clients at all as what their are doing is a habit. I had to borrow the money to assist for my aunt funeral ,now i become a **** to those people because my claim is still not paid. I was told that it will be paid after seven to twenty one days. And their employees are very rude specifically the lady with the name Sibongile from customer care she needs to be send to customer services course. Joo the services is just bad even the complaints departments they don't understand the concept of treating the customer fairly because i have lodge a complain and receive automated email saying one of the consultant will contact me. I am still waiting for someone to contact me it is more than 48 hours where is integrity and honesty including people focus i believe those are the keys when you work with customers you always put yourself in their shoes. Worse part they don't respond emails to acknowledge if they did received your documents you again as a client you need to call to check if they did receive it or not. Just imagine for the people that doesn't have resources it becomes difficult for them to do follow ups of their claims meaning they will wait until they decide to pay at their own time forgetting that when clients took out those policies is for them to get help and be able to use the money for the funeral. I think their employees took a wrong jobs because they don't care the owner of the company needs to do reviews of employees. I am taking my complaint to Ombudsman