Unhappy fnb funeral cover customer

I am very much disappointed and frustrated. I have a funeral cover at FNB for my cousin, who passed on on the 31 August. I submitted claim on the 4th August, I still haven't received the payment. Instead when I call in to follow up and to check if there's nothing outstanding from my side I am told that the assessors are still busy reviewing the claim. When I called in Yesterday one of the consultants told me that the assessor note between the assessors says " claim will be delayed" but as the claimant I do not have that info. When I asked the consultation what could be the reason for the delay she advised that she can't see because this was just a conversation between the assessors. What is painful is that we had to postpone the funeral from last week to this week Friday the 13th due the delayed cclaim. When fnb is advertising their funeral and say " claims are paid within 24hrs" is obviously not true they are misleading customers. Loosing a loved one on its own is hard enough, on top of that we need to deal with financial strain of funeral expenses caused by fnb as well. This is painful because fnb left me in the dark, my funeral claim is being assessed for 10days now without any communication from fnb in terms of the reason causing the delay, that time the funeral is on Friday. How do we get all the funeral arrangements in order without money?