ABSA LIFE FUNERAL POLICY CLAIM NOT PAID OUT

We completed a funeral claim request for my late grandmother who was the policy holder on the 9th of March 2021 and was informed that there are 2 beneficiaries on the policy. The family doesn't know any of the beneficiaries however one of the date of birth of the listed beneficiaries is that of my father's date of birth. We informed them that my father is the only beneficiary on the policy as previously confirmed by my late grandmother whose date of birth is on the beneficiary list. The claim assessor then promised to resolve the matter and informed us that payment will be made by the 12th of March. The funeral passed and two weeks later we are still waiting for the pay out. When we call we are being told that the claim assessor is waiting for the application to check the original beneficiaries and also waiting for the other claimant (that we the family don't know) to make a claim. For all we know this could be an internal error on your system regarding the names because my father's date of birth is on the policy however all the names there are incorrect. We haven't paid the undertaker and this seems like an excuse from the bank to not pay out because my late grandmother has a will with absa and my father is nominated there as the executor

policy number is ***