B3 funeral not paying our claim

My mother in law has put in a claim with B3 on Wednesday 09/06/2021 at Pretoria Central, till this day she has not received the money.

She had to bury her mother by borrowing money from neighbors and friends while she has a policy that she is not owing with B3. She never missed paying her premiums and she has done all her paper work when she went to claim at the branch but till this far she has not received the money. When we call B3 they don't respond to our calls.

We are so disappointed at B3, its sad because I am the one who recommended B3 to her and I also have three policies with B3. It means I will have to cancel all my policies with them because of their service.