No pay out from Doves after 6 days

My mum took out a policy at Doves, she's 61 years, she went into the branch in Braamfontein on Wednesday 24th April 2019 and they didn't check any of the documents. The consultant that helped her didn't check anything and she didn't even check now when we are calling since yesterday we find out this morning that the claim was never even processed. They told my sister yesterday the claim is being processed and then I call in this morning Tshepho at Head office says the claim was never processed. My brother called again still no response from Doves at head office or braamfontein branch. Where to from here, because really we don't know anymore because everyone has a different story. Please help as we had the funeral already, we have made several loans now we need to pay people because this policy is paid up on time but if the policy was not paid then they know our numbers.

Policy number: ********** 154