Funeral cover claim

My husband had funeral policies with Hollard, I claimed on them when he passed away. on the 23 I got a response that my claim had been approved. After a few days of non payment I contacted them and they told me they are still assessing, I don't understand why they are still assessing after they approved. i was told by their call centre consultant that there was also a payment they made but later reversed. I'm very dissatisfied with their service as I was told all was in order then later to be told they are assessing and they don't even correspond with me to let me know what is happening.