Unpaid claim by Clientele Life

have a funeral policy with B3 funerals, and their underwriter is Clientele, so my mom passed on on Wednesday the 4th of May 2022, on the 6th, same week, which was on Friday I went to B3 to submit the documents sothat they can pay my claim, I must wait until on Wednesday the 11th, coz they pay within 48hrs, on Wednesday the was no payment made , 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 , which after the funeral now, I went back to the office, and they told me that their underwriter which is Clientele, declined the claim, and I asked the guy there at the office, is there any premium that is outstanding, and the guy said No, they are all paid, so I wrote to you Hello Peter help me with the matter