Absa life cover claim

So here is the thing when my mother passed away I was given a life cover document after much struggle it turned out that the document I received was not the correct one since my mother had an unnatural death, I submitted everything that was required last week on the 14th got a reference number message on the 15th and since then there have been nothing tangible from Absa. Does it take this long to pay out a life cover claim?