Failure to pay Funeral claims Holland insurance

I joined Holland insurance funeral policy in 2017. My mother passed away and I submitted claims at their Tzaneen branch on the 31 August 2020. On the 02 September 2020 went to check why they are not paying since I have never skipped any payments I was told that is still in the process. Today is the 4 September 2020 the claim is still not paid. I have to make other means to conduct the funeral while I'm paying my premiums monthly.