Funeral Benefits

We submitted a claim on the 15th July 2015 on the 16th We had a sms to say it's being prosessed. We still haven't received the money. I have emailed a few times. On phoning if you get through we were informed on the 3rd that it's in the payment section. Lebo Bela said We should get the money on the 5th. We still have not received it yet. I realize they deal with all payments but as a result We have to pay aditional R1000 to undertaker for the funeral. This was really the last resort as they don't even respond to emails.