Funeral insurance

I have an active claim with Pep Store insurance (TBFS) underwritten by Hollard insurance, i claimed on the 12/01/2021 which is supposed to be 48 hours waiting period, I have been communicating with them everyday still tells me my claim is in finance, it's now 13days later no payment. I have buried my mother with loans while I have an insurance, the weast part is my brother and I had the same insurance but we didn't receive any payouts they telling us the same story everyday. Please assist on the matter.