Death claim

My father in law passed away on the 15th of May, then i submitted a Claim on the 18th of May, I was told that I will get the money within 72 hours. I went to their office and they told me that the payment was done on the 20th of May, but I didn't get money. I even give them a bank statement that proves that I have not received any payment from them. When I send them a email they don't reply.