Delayed payment of Funeral Policy

My mother-in-law, an Edgars Funeral Policy holder, passed away on 11 July 2015. On Monday 13 July I went to Edgars, Vryheid to submit this claim. I was told to provided bank details, 2 ID Copies, an Affidavit stating that I was her son-in-law and the death certificate. This I duly did the next day, being advised that payment would be made within 48 hrs. I made inquiries on 17 about non payment and was advised that the claim had only been submitted on 16 July. I again inquired on 24 July about non payment. I was connected to Hollard Insurance by telephone, where numerous questions followed. I eventually disconnected the call after being told that the claim had to be made by a blood relative, as the call was going no where. The Admin Manager then advised that they were waiting for authorization from Durban. This policy was taken out with EDGARS. Why the delay and no payment? Please assist.