Unpaid funeral policy

I submitted a funeral claim on 15.03.21 and until today 24.03.21 Its still not resolved and paid, cancellation letter & waiver waiting period document were requested and I have submitted them. I was advised that the turnaround time was 4hours and that someone will give me a call yesterday already until now I haven't received that call. I'm tired of doing the same thing over and over again. I've been in and out of the branches and have called customer care line several times. The family can't even mourn in peace until now please assist