Funeral claim

My sister submitted a claim last week Wednesday and was given a run around for a whole week no communication from them she needed to call them to get an update, yesterday she then called them and was told by one of their consultant that the claim has been approved and the money is sent through she must give it some time but no money came through she then called them again today for her to be told the claim is rejected .their claim process is disgusting and the is nothing in writing is sent