Funeral cover claims

My sister died on the 14th of March, she had a funeral cover with hollard however she did not have a beneficiary, so now my mom did everything they said she must do, but still they haven't paid a cent till to date, instead they told us we should have told the undertaker to do the claim on our behalf. This is frustrating because my mom is old and she need this money to cover the undertaker and other debts she did to make sure the funeral take place on the 28th March.