FNB Funeral and Life Cover a complete ****

My Late Mother had a FNB funeral and FNB Life Cover. She passed away in November2020 and the funeral cover was paid into an Estate Account of which nobody have access and the consultants keep on saying they can do nothing.

after submission of numerous documentation for the Life Cover no feedback and the consultant Jose Mart don't even pick up his phone.

the question is why was the funeral cover paid into an estate account in my mothers name and nobody can answer us or provide update as to when this money will be released and the life cover's investigation completed.