Complaint on funeral policy claim

I have a policy with dove for more than 7 years. The claim was R10,000 it accumulated to R11500. I made a claim on 22 March 2019 they told me that it's on claim committee because they were deducting less premuims so they will deduct on the claim what ever that is outstanding. Is is my fault that they deduct less?? I called them several times and sent 2 emails and went to the branch again. I still did not receive the the money . I even buried there to the person on the he policy on my own money.It's the 1st today still no money. Meanwhile when they advertise they say claim will take 48 hours.