Alexander Forbes Funeral benefit

This is the worst service ever received. My uncle passed away on the 2nd July 2021. all documents was forwarded to the funeral benefit fund to be paid out. Phone call after Phone call with no success. on the 15th of July I phoned and where promised that a payment will be done. on the 23rd phoned again and was advised that no payment was requested on their side and they will request payment the same day. later on the 23rd I phoned again just to be advised no payment requested. Another week passed we are now on the 30th of July and still no payment received. Phoned in and been advised sorry no payment was requested and I don't know what to do anymore. The poor spouse are half deaf and cant hear properly .