FNB funeral claim

My father passed away Thursday and i Called FNB life to notify them since I have a funeral cover and my father is covered.. they told me the documents that will be needed to proceed with the claim I sent them on Monday but still no payout has been done. I have been calling them since yesterday, they confirmed my documents are complete and I have to complete a claim form which we did with a consultant yesterday n documents are now complete. I am in urgent need of the money during this difficult time n the turnaround time which is 24/48 hours has passed. Every time I call they are telling me about the claims form which I’ve completed twice. I don’t understand what is happening, if I should go to the branch n get assistance I’ don’t know what to do