Claim not paid out

My name is Eddy I'm a client of hollard funeral policy,my father passed away on the 21/05/2018 And I've sent all the necessary documents,till to this day my claim is I still not paid out reason being it's still going under investigations,and no one is contacting me about the progress,I had to borrow money to burry my father because hollard failed to pay out my claim so i can give my father a dignified farewell yet they went into my account to debit my monthly payment.