Claim not paid

End of June 2020, my grandmother passed. She had her own Avbob policy and so does my mother. My family was told the coffin they choosing for my grandmother will not need extra money, it's fully paid. On the day before her burial, my mother received an SMS from Avbob to say her pay out is being processed. When she visited Avbob branch to follow up on her pay out, she was told her money has been paid, she must bring her bank statement as proof that it wasn't paid into her account. Furthermore she was told her pay out was used to pay for my grandmother's coffin. That was done without her authority nor concern. It has been 4 months my mother has claimed her money from Avbob and hasn't gotten a cent.