ASSUPOL HAS NOT PAID/REJECTED A FUNERAL CLAIM 18 DAYS LATER: Reported to the Ombudsman

I would like to lodge a formal complaint against Assupol Life Insurance for failing to process(pay out/reject) a funeral claim after 18 days since the claim was submitted. We had to privately contribute money as a family to conduct the funeral which is unfair considering the deceased has a policy with Assupol. I believe that Assupol has not been transparent or openly communicative about the claims process,they have not honoured their brand promise or what was communicated on the phone that they take 5 days to process a funeral policy claim. Assupol has not prioritised their customer or treated the deceased policyholder or the beneficiary with dignity. I have now requested the Long Term Insurance Ombudsman to urgently intervene and ensure that: Assupol processes the claim or communicates formally if the claim is rejected without further delay.I further ask that the feedback is provided in writing and that the beneficiary is called telephonically to apologise and to communicate the outcome of the claims process.