Freedom Life denying family peace during they're mourning period

I am livid with freedom life funeral cover from Shoprite, I have had a policy with the insurer for almost 2 years now & now that my uncle is late & burial is supposed to be in 3 days, the insurer is giving troubles paying off the claim saying they need to gather further information and their turn around time will be 14 days. that time there's no groceries bought for the funeral, there are still some outstanding fees that still need to be paid at the mortuary and we cannot even offer people coming to comfort us tea or juice.

now when I am meant to be making preparations for my uncle to be buried with dignity, I am stressed not knowing how to face people coming to comfort us & my family instead I am typing out a complaint..

we have not bought a grave, I am not sure if the funeral will come to pass this weekend instead I am made to feel like a ******** by the insurer as they say they failed to disclose why the delay.

and the this claim was submitted last week Thursday on 19/11/2020. I am even considering to take the deceased body to Shoprite where I took out the cover for them to store the body as the mortuary says we have until Thursday afternoon to settle our outstanding fees.

its been over 48 hours and the policy has not paid out.