No payout from Tuesday to friday

I have lodged a claim for 2 policies at doves Port Shepstone on 21 August 2018, up until today nothing has been paid the Funeral will be this coming Saturday the only explanation i received from head office is that claims are not showing on their side.This have been a traumatic and stressful experience and I am dissatisfied with the service doves has provided it way passed the 48hours promise.