Death Claim not processed according to contract agreement

On the 14th July 2016 my husband whom i insured with FNB funeral policy passed away. I lodged a claim there after with FNB, i was told that my claim would be processed and within 3hours the money of the policy will be paid into my account. No money was paid into my account to date, i therefore made a follow up with FNB, i was later told that my husbands cause of death was not an unnatural death and therefore the claim would not be processed due to this. This is a contradiction in that,according to my husbands death certificate it clearly stipulates that his cause of death is Unnatural. I have since not heard anything from FNB regarding this and would appreciate it if my review is handled with outmost emergency.