Disappointed in the bank that's offline every month end

Good evening iam Mr CA Timmerman I have a funeral policy with the above mentioned bank I recieve an sms saying my claim needs further assessment after they got they payment every month nobody could or can explain to me as to why my payment of the policy is being delayed my father funeral is on Wednesday and they say the can only finalize it by the 10th so who is going to pay the extra charges for the mortuary and stuff my debit does not need further assesment but my pay out does the manager at the mamelodi branch promise to call me with feed back before the end of business today nothing please assist me in this regard I jst want to give my father the send off he deserve