Frustrating and dissappointing service from FNB.

I have funeral cover with FNB. My premiums are up to date and I have no waiting periods. FNB funeral cover says they pay claims within 24 to 48 hrs or sometimes same day. I put in my claim on the 22 Feb 2023 and today is the 26 and still haven't pay my claim or reject it. No one bothered to give me a call. We buried my uncle whom I was claiming for Saturday and nothing receive from FNB. They have debit my premiums for the policy which they didn't pay. Am so dissed and frustrated by their service. What is the purpose of a funeral cover Fnb?