B3 failed to bury my grandmother, when monthly premiums are still being deducted!

B3 has failed to bury my grandmother! My grandmother passed on 27/03/2021 and buried on 03/04/2021. My mother being the policy holder had processed the funeral claim with B3 shortly after we received the news of the death of my grandmother. With an expected turn around time of 48 hours after the claim has been processed, B3 still has not paid out the claim.

Due to desperation and lack of funds, my mother turned to loan sharks in order to help bury her mother. It is almost 2 months with no response from B3, and after going back and forth to B3 branches for assistance. Interest charges on my mothers debt are still piling up, and B3 does not seem to care. ***