Funeral cover not paid to cover the funeral waiting for 14 days

My husband recently passed on and he had funeral cover with fnb. When we lodged the claim we were told its going to take 48hours after that 48 hours we folled up only to be told because it's an accident it takes 7-14 days. I mean it's a funeral cover other insurance paid within that time what is so special about fnb. Now we have to tell service providers that we haven't received the money yet because the special fnb is still investigating its been more that 14days since the claim was lodged no update nothing. When I called again the told me they couldn't see the police report they don't call us to tell us while we wait in vain. I'm so angry now. My husband was so loyal to that bank. What happens if u can't bury your loved one he could still be in the morgue while we wait for fnb to finish the investigation