FNB funeral nightmare

My mother had a funeral cover with fnb funeral, unfortunately my cousin passed on and he was covered on my mothers policy. He died on the 12th of March 2018 and put in a claim on the 14th of March, today is the 4th of April but still the claim is not paid out. She has been calling and always told to bring something new all the time. If we were only dependent the fnb policy, my cousin would still be freezing and not burried. Thank You FNB for such a poor uncaring at difficult times service. The worst part while she was talking to the consultant the others were laughing at the background (converstation recorded) as if she is a joke.