Delayed Funeral cover payout

My mother has an active policy with Avbob no payments missed. I called and was advised to go to an Avbob branch on Wednedday(12/08/202)to submit all the neccessary documents. A day letter we received a sms requesting the very same documents submitted Wednesday, we went back to the branch to resubmit the very same documents. We had to take out a loan to bury my uncle- yesterday my mother received another sms stating that they need the same documentation that was submitted Wednesday. Till today(17/08/2020) we received no payout! And no communication from them. We were asked if they will do the funeral and we said no they then said we have to wait 48 hours for a payout. We had to give 7 seasons why they could not do the funeral. This is unacceptable and very inconsiderate!!!!! Claim Number ***