Funeral plan policy not being paid till today

I had two policies with FNB insurance 1s it whe I lost my iPhone it took them a month for me to be paid and not even paid the value of the when I insured it , now my partner had past away on the second of April I submitted the claim then I gotten sms and an email that my request has been closed because no valid policy identified using the provided information, this people never called me how ro correct the documents and again which documents are needed ,I'm the one who called them and I spoke to Lebo who said it was a confirmation letter that was needed from the home affairs that is needed that is stating why his death certificate is hand written as foreign death certicates are hand writtenas they don't have IDs ,I went to home affairs gotten the letter the resubmitted the claim again other 17th till today I'm still waiting for the claim to pay up ,I had to borrow money to pay for funeral home and some other stuff that was needed, How long does it take for them to pay really because two weeks I think is long enough,,FNB policies really really are problem ,, how and why are they treating us like that ,,I stated my claim on the 4, 9 & 17th till today I'm still waiting