Insurance claim taking longer

I lost my Mother on the 9th December 2021. I sent through all required documents to Hollard for a claim on the 10th December 2021. On the 14th I received an sms that they are working on my claim. I made a followup on the 15th and was told that there is an error with It department and my quiry has been escalated. I made another followup on the 17th and was told to just be patient until they sort it out. I need the money to pay the Funeral parlour by the 20th.