No payout for my mom's claim

I have a funeral policy with B3 funerals, my mom passed away on the 24th August 2021 so I submitted every document requested but still to date I have not received anything from this undertakers. When I call the offices all they tell me is they escalating the matter. I just want my payout that its. I just want what is rightfully mine, I have been paying for my premiums since 2012. And thank you for your disgusting service I would like you to cancel my policy. What a shame B3