Absolutely disappointed!

I first called on Tuesday 26 May, to find out if the life insurance policy my mother had with them had a funeral benefit option (it did) but was told by the consultant that it didn't. Fast forward to a few days later on Thursday 28 May, I call again & speak to a different consultant who tells me that it does have a funeral payout & I need to submit the necessary documents. I did so & stated that the funeral was on Saturday 30 May but we did not receive any money for the funeral. I'm very disappointed about this as I have not received any other communication other than the email that they've received the documents. I'm very unhappy about not being able to cover all the expenses for my mother's funeral.