Funeral claim not being attended to

My brother passed on on the 24th of October we managed to make a funeral claim and submitted every needed documents till today they haven't paid us and they told us there is an error with my account, i submitted the banking statement and they haven't assessed anything. When i call them they tell me to speak to the employer or broker when i call those people they tell me to call discovery i am very disappointed cause now i have buried my brother with credit my numbers are *** and my email is *** the claim number is ***