non payment of claim

I have lodge a funeral insurance claim on Friday the 3rd July 2015, till now my claim is not paid. I've made several calls to FNB and I was informed that the assessor is waiting for Liberty to finalize the claim. I called liberty to find out what's the problem and they told me that they're only responsible for the administration part only. I called FNB again yesterday I got a different explanation, that the assessor is waiting for liberty to give them the go ahead. The consultant told me that they cant process the claim because my partner's surname and mine are not the same. I took the policy being unmarried and my status have never changed. why on earth should I change my surname if I'm still unmarried. I have attached the affidavit on my claim that clearly explain my relationship with the deceased that he's my partner in bracket my boyfriend. I don't know what FNB wants from me because I have never claim to be married. What annoys me worse is the fact that I have never received any call from FNB explaining the delay of payment. My policy no is ***. <div><br></div><div><em>(Supplier name changed from Fnb Insurance Brokers to First National Bank by Hellopeter.com)</em></div>