Claim not paid

My mother, WEJ Scholtz ID *** 088 had an account with Ackermans. She passed away on 18/11/2015. She had funeral cover on her account. Claim was send to Ackermans on 11/12/2015 and 17/12/2015. Funeral cover is suppose to pay out in 48 hours. To date nothing was paid. Eva keeps on saying she will follow up with Hollard and give me feedback. Today is 23/12/2015 and no feedback was received from Eva or payment of funeral cover.