Non payment of valid claim with no reason

My cousin submitted all documents for funeral claim on the 27 September, for her son that died on the 21 September, today is the 3 October, no payment from capitec on their promise of paying a claim "within 48 hour" and are refusing to put their feedback in writing or commit to payment. Burial company needs payment, child scheduled for burial in 2 days time. What must a grieving mother do..

I made my claim for the same person, my nephew on the 30 September, no communication whatsoever to date.

When do we go for justice, flights bookings as am far from home, no recourse..