B3 Funerals

I have a policy with B3 funerals, my mom passed on on Wednesday the 4th of May 2022, on the 6th, I went to B3 to submit the documents sothat they can pay my claim, and they said I must wait until on Wednesday the 11th, coz they pay within 48hrs, on Wednesday the was not yet paid, and I went back to the office to hear what could be the problem, they said I must wait again until Friday which is the 13th, still the money was not paid on that Friday 13th, on the 17th I went back to the office, and they told me that their underwriter which is Clientele, declined the claim