Absa life do not pay after 48 hours after death certificate and burial order was received

I took out a funeral policy where the cover included my mother. My mother passed away on 13 January 2018. I took all the relevant documents that Absa required to my branch in Nigel. The lady scanned and sent documents through to Absa life. The one small policy was paid. The second one is still not paid. She did claim for both this policies. I took out these policies for the funeral - to be prepared.....Now I had to borrow money for the funeral as there is always a problem from Absa life. Two times I was in the bank where the consultant was on the phone with Absa life where they confirmed that all the documents was correct and the money will be paid within 48 hours. On Friday 26 January 2018 it was confirmed again. Today 31 January 2018 I spoke to a consultant on ********** 236 and he could not get hold of the claims department after he tried to help me for about 10 minutes. This is really bad service and this money was meant for a time where I did not want to run around trying to get money.....And absa policy for R40000 and will be paid within 48hours after documents received was just sales talk......The smaller one for R10000 was paid. What is the difference in documents? Well - I am still battling........And nobody to assist in Afrikaans,,,,This is absa.....