Funeral policy claim

I have submitted the funeral policy claim documents on the 13th April 2026, since then fnb is not telling the reason they have not paid out the claim even after the turn around time, imagine the funeral is supposed to be on the 18th April 2026, they're just telling me relevant documents received the claim it's still in progress, so meaning this can even take another 10 years still in progress, I'm very disappointed and it seems like they don't know what they are doing at all.