Unpaid Funeral Benefits

My mom passed on the 16 th of Dec 2026, seing this as a family, we noticed that since it was a holiday, the funeral benefit will not be paid, so we proceeded in resting her, i then lodged a calin on the 14th of Jan 2026, till today i have not heard any responce what so ever or just an acknowledgement of the claim. I have repeatedly sent follow-up mail, but to no avail.