Funeral Policy payout

We lost my dad earlier this month. My parents have been premier account holders with FNB for a very long time. However no one will assist us in getting his funeral policy paid out. I contacted FNB Funeral claims on the 4 July. I emailed them the death certificate on the 9th. After a delay in feedback I received the forms and sent it through twice. No feed back has been received. I called on Wednesday and they said it was being escalated. I called yesterday and they said it was being escalated again.

By FNB standards they are aware that the joint account would be inaccessible and we are now in week 3 of a policy that says 24 hour pay outs with my 62 year old mother having limited access to her accounts.

Please can someone assist.