Funeral Policy Claim

My brother passed away on the 14th of February 2025, I did a claim on the 20th but I've been told that the claim is under investigation

Yesterday I texted them on twitter and they said my money has been sent but the funds were not there when I checked my account, they then said they will confirm which account the funds has been sent to but they never did. Today I asked for the confirmation but they saying the claim is under investigation.

Now I wonder what is it they are investigating cos I gave them all the documents they requested.

If I knew this was gonna be the case when I claim, I would've gotten a policy somewhere else, not this