unpaid funeral claim

Since I have Funeral Policy with FNB Since 2007 until now is still active on the 24 April 2025 this year was my first claim on that policy I did send every documents needed for claim for them to process payment so that I can buried my beneficiary , on Sunday of the 27th April 2025 , they dint process the payment I had to postpone funeral to wait for them when they feel to pay me I am frustrated now don't know what to do I have to wait for them and they keep on sending messages that saying your claim is been on process after every hour, until now still payment is pending