Death claim delay

Good day I made a death claim on the 6th of March 2019 at Capitec Bank Funeral Claim at my branch in Alice Eastern Cape. It is a natural death. Since then I don't receive any amount for the claim because on their contract they said they will pay after 4hours. Instead they sent an email to the branch and said they will send the documents in forensic for investigation. But I sent all the right documents and sent the email saying they received the documents. When I called them they didn't give me a straight answer. Please kindly assist me because the funeral is on the 16th March 2019 on this coming Saturday.

I hope you will kindly assist me. Yours sincerely Ntombiyakhe Sweetness Skeyi-Ntloko(Mrs) ********** 866