No response to FUNERAL claim

My mother passed away and I was informed by her broker that she had an Altrisk funeral policy. As the contact number I was given was never answered, I looked up the contact details for Altrisk and sent an email quoting the policy number in question as well as all relevant documentation. On a separate issue, I contacted Edgars regarding her Edgars VIP club benefit and received an email response that the documents had to be submitted instore. On visiting my nearest Edgars store I was told that the benefit had been paid already. I had received an sms about payment of a claim but as I had submitted documentation on the Altrisk policy and not the Edgars benefit, I assumed it was the policy that was paid. After ages on the phone to Hollard from the store, it was determined that they had paid the Edgars benefit on the documentation submitted under the funeral policy, completely ignoring the policy number provided. I have since sent two follow up emails regarding the funeral policy claim and have still not received the courtesy of a response. I thought funeral benefits, being for the purpose of paying for the actual funeral, were supposed to pay out within 24-48 hrs????!!!!