Funeral Claim Payout

My dad passed away on the 9th of July and he had a funeral insurance with Foschini store.Now it is two months after he passed on we still have not received the funeral claim payout.What if we were depending on this money for the funeral then it means we still wouldn't have buried him.We were told to email relevant documents and we did but till today the only response was that the finance team is assesing the documents.Does that take two full months? HIGHLY DISSAPOINTED AT FOSCHINI STORE