No money before the funeral

My mother had a policy with Avbob and I claimed for her when she passed away. I don't want to lie the funeral was perfect I had the best service. But my only worry is the money that is supposed to be paid upfront before the funeral and still now after the funeral I haven't received the money. I'm in debt now because I had to pay for food and other things that needed money. I have called several times and been told that the money is coming but still waiting.