Emerald life has not paid funeral claim after 2 weeks

My mother passed away on the 17th of April. I went to Emerald life offices in Mthatha found them closed with a notice at the gate to call or to send documents to the email address given. I sent the documents on the 22nd, I didn't receive the email of acknowledgement so I called to find out if they received the email.I was told they didn't receive the documents so I sent them again. Finaly they received them. Was told I have to wait for 48 working hours(6 working days) to know if the documents I sent are correct or not. We waited for 6 working days, during this time no phone calls no sms or any form of communication I called again this time they said I was not the beneficiary, they wanted the documents of the beneficiary which is my younger sister. To cut the story short. The company still hasn't paid the claim up until today. 6/5/2020