I want to know what going on and when would I get the money

Hello I'm caolina khoza age of 51,my I'd no is ***, cell phone no *** residing at steenbok Trust (Nkomazi) I have a policy at avbob and icoverd my spouse and now he is dead,so I went to avbob to claim with the documents that needed and they told me that everything is fyn I will get the money it was Wednesday last week then on Thursday I received an sms from them requesting a letter from home affairs that explains why the death certificate has written with a hand, so ask them why they want that letter? They say want to invistigate the I'd so I don't understand how is that they are concern because I covered him and now I'm in depth because they couldn't give me money. I went to home affairs and ask that letter and they gave me so I emailed the document as they said they received the letter and didn't respond I'm the one whose following them I called the head office and they said they received the letter I should wait but they don't say what exactly I'm waiting for, I borrowed money to arrange the funeral because I know that I have a funeral cover but now I'm left with depth and there's no way forward