Hollard - refusal to communicate & pay

My gran passed away on the 10th... The funeral took place on thr 17th, but I'm still awaiting feedback on when you plan on paying out my gran mother's funeral policy, which she paid for years. As a result the undertakers still have her coffin - cremation cannot take place until the amout is paid in full. It's shocking & disrespectful. Not only to her, but to us - the family. We are trying to grieve.

Do i have to seek legal counsel before you will pay out?