FNB funeral policy a ****

I took a FNB funeral policy in August 2023 which covered my extended family on which i was informed by the consultant that death by natural causes will be covered after six months of any covered member. My father in law passed away last month on 28 March 2024 and was covered by the policy, FNB has not paid a cent up until today 9 April 2024. I have been getting “FNB: We are still busy reviewing your Funeral Plan FI******x claim. Queries? Call ***. Insurer FSR Life” messages since last week Wednesday 3 April 2024. When i call them I’m being sent from pillar to post without any resolution or definite answer, can anyone help I had to borrow money to bury my father in law