Extremely Disappointed

The claim was first logged online on 23 December 2025. Under this website : https://monarchinsurance.co.za/sub-claim .It was subsequently submitted via email to claims@monarchinsurance.co.za, and I have followed up multiple times thereafter. On 27 December 2025, I resubmitted the claim, and due to the lack of response, I visited Lewis Store 313 on 29 December 2025, where we finally received the claim reference number CL287082. Today, I have been advised that I must wait an additional 14 days, which I find unreasonable.Please note that when this funeral cover was taken, it was under the understanding that such insurance provides financial relief during a difficult time, ensuring that burial costs are covered promptly to avoid financial strain. Unfortunately, this has not been the case. We buried my cousin on 27 December 2025 using borrowed funds, which now accrue interest, despite having an active funeral policy intended to prevent such hardship.I kindly request that you advise me on the appropriate escalation process, as I do not accept the additional 14-day delay communicated.