No funeral due to no payout

I have a funeral cover with FNB Life. Logged a claim on Tuesday morning and I’m still waiting for payout after being advised that payment will be done in no more than 48 hours. Upon follow ups, I dealt with two ladies (Wanda and Khensani) 6 hours apart, I was given the same feedback. The case is pending payment as the assessor is still working on it. My fathers funeral is tomorrow. Nothing has been paid to ensure the funeral actually happens. What more do I need to do to get the payout?