No feedback on funeral insurance claim

I have submitted all the necessary documentation needed for a claim on/before the 25th of April 2018 do date I haven't received any solid feedback pertaining to the claim. I need to continuously make follow-up with no success. I was told that the claim is still under investigations as death certificate states unnatural causes & when I called today the lady I spoke to said nothing show that investigations are undergoing. I laid my niece to rest on the 27th of April already and still have unpaid funeral costs that needs urgent attention. Why should I suffer like this knowing I have a policy that I pay every month that should have covered the funeral costs. Service is pathetic as no one keeps me informed on the status of the claim. As a family, we need closure and to close of this chapter, dragging the investigations is not doing any justice to us.