Funeral Claim

I have a paid up funeral policy for my aunty who just passed away on the 19th of June. I submitted claims documents, I'm taken from pillar to post, after all the years that I have been paying the policy, I called to check the status of the claim after submitting required documents, and so the funeral has passed, we had to borrow the money to cater for all funeral arrangements, only today I am told the claim is not yet processed after their system acknowledged receipting of documents.