Funeral Policy claim delaid

My brother had active funeral policy with FNB, he was shot dead on the 20th of July. we went Monday of the 25th of July 2022 to claim (Did not even give us a reference number). We spoke to a consultant at FNB Klerksdorp Branch by the name of Lesley-Ann, we went back on the 26th to submit the final document from the police. 48 hours later we phone the head office and they advised they never received the documents we went back on the 28th to ask, she told us that head office have an error on their email, she will resubmit then gave us again 24 hours, few minutes later she called us to tell us that the policy number we wrote on the form was the problem that is why it was not actioned therefore we give them again 48 hours, but earlier she said email error. 30th of July we had the funeral and the funds were still not in, the Funeral Parlour still waiting to be paid. even today the funds are still not in after a week of claiming. Sylvia Jika *** Beneficiary.

Why do we have to wait so long for a pay out? If there is more information needed from us, why don't we get a call from the branch to inform us? If it won't pay out, why aren't we told?