BAD COMMUNICATION

Hi my mom passed away on the 14/12/2019 i put a claim on the 30/12/2019 for a paid up funeral policy which she had with Hollard and up until now i have not received any feedback from them, it is nearly 2 months already , what is funny my mom had the same policy for my father and Hollard paid the claim to my mother out when my father passed away, although that was 15 years ago,it is a paid up funeral policy I DONT KNOW WHAT IS THE DELAY?????????????