Capitec funerals and centriq life fail to honor payme

When I took on capitec funeral policy,I was attracted by speedy payments they promised and advertised "payment within hours after receiving all documents my uncle passed on the 19th November and on the 20th we rushed process everything as far as documentation is concerned and I went to the branch the same day log a claim and everything was in order according to the lady who assisted me,it's been 4days since I logged my claim and there is no feedback nor update,we intended to bury this week but seeing that payment is unlikely by Friday we had to postpone the burial,the bad reviews of late on social platforms indicate a serious problem within which is adding emotional financial stress to bereaved families,it's costly to keep the deceased at the mortuary,pls assist with a speedy resolution to this matter