Funeral claim

I made a funeral claim on the 14th of May 2021 for my late father and mother. The policyholder was my father and am the beneficiary the were outstanding documents and I have submitted every thing they need I called the insurance department yesterday they promised to call me before end of business day 21 June 2021 but they have not called me and the funeral claim it has not paidout and the is no straight answer every time I call