Unpaid Funeral policy

I am so disappointed with the service from FNB. My father passed away on the 1st February 2020. My mother logged a claim on 06 February 2020. They told us the money will be paid in 48 hours. It was not paid we even had to go to a loan shark to bury my father. Today is the 11th February 2020 the money is still not in. We called the claims department and they are pushing us from pillar to post. FNB doesn't want to pay my mother as it was an Unnatural death. Every document has been sent, the police in charge of the case has confirmed everything. We just cannot understand what is the hold up. My mother will cancel the policy as she is not getting any joy. FNB Funeral is a disappointed and a disgrace. Nothing else but a ****