I submitted a death ...

I submitted a death claim of my nephew at Lewis stores in Despatch as early as 8' o clock on Friday the 15th of May, on Monday afternoon I received a msge saying they received my claim and after that it was quiet up until I contact them to do follow up. The lady who was assisting me is Shanaaz, she told me that she will have a look on the claim when she gets a chance and get back to me and she didn't. Following day on Wednesday the 20th I called them again and she told.me that the claim was sent for further review and there will be additional documents that they may need which I also submitted as requested, after that I received an email saying that the review will take up to 14 days and my problem here is that we need to arrange for funeral that's on the 23rd May Saturday yet there's is no feedback and we are stucked. She even called my cousin and requested details and Id of another family member together with my 3 months bank statement as additional documents, and I have sent everything, I am frustrated as I am writing this, I had to borrow money for the plot since it was due yesterday already, I am not happy at all and I see this as an unnecessary delay and on their contract nothing states anything about the review that may take 14 days, they only said for 5 days. This is really unacceptable as I never missed any premium and this is the only insurance I have for my nephew thinking that I will be able to bury the child in peace without any stress but now I am more than frustrated. Can someone please assist with this matter as I have taken a decision of escalating the matter now.