Retire Employee - Funral Policy a problem- A Disgrace

I think it's a disgrace..... My mom worked for FNB for more than 40 yrs till Tha age of 70 yrs. One of her fringe benefits was a small funeral policy. She always said..... They day when I pass away... Just take my ID, Bank Card an Death Certificate and FNB will pay this benefit to you. Well... Mom passed away, nothing like this. My husband went the The Glen Branch where a lady was very helpful and called the insurance side and helped with forms etc. He was then told the money should be paid into his account in 48 hrs. 72 hrs later still nothing. Again off to the bank. This time not such a helpful gent. My husband was given a phone to speak to them only to be told the claim is still by the assessors to decide if the claim will be honored or not. Wow..... What a shock. I have a FNB funeral policy? Will my kids also have the same problem? We still owe the undertakes a balance and need this to pay them what we owe them for there services. Really FNB, is this how you treat your retired employees not even to mention a filuneral policy after so many years?