My husband took out a funeral policy at Prosperity Funeral Services now known as Prosper Funeral their broker is (African Unity) in 2018, we recently lost our nephew who died of unnatural causes

My husband took out a funeral policy at Prosperity Funeral Services now known as Prosper Funeral their broker is (African Unity) in 2018, we recently lost our nephew who died of unnatural causes. In the policy it stated they pay immediately. The claim was submitted on the 29th of September 2021 they requested a bank statement which was sent again on the 4th of October but the claim was not paid. On the 8th October we sent an email stating that we would approach the Ombudsman if claim was not settled, they sent a ticket number AUT131013 to say the matter would be resolved in 24 - 48 hours, but still nothing. As a family we had to loan money from relatives to burry our loved one. It is disappointing, disheartening and cruel that a funeral insurance company can do this to a bereaved grieving family.