FNB Funeral policy

My mother in law had a funeral policy from FNB, She has had this policy since the early 2000's and when she passed away we did a claim in order to bury her. We have had the most difficult time to get this claim settled, they have changed her policy number and they seemed to not have updated the beneficiary on their side, we have documentation with the beneficiary details on but we can't seem to get the claim settled or the payout done. It's been 4 days excluding the weekend and we are still waiting!!!