Unnecessary Delay In Paying Out

My mother had a funeral policy through ackermens, she passed on early Jan 2021 we took to Ackermans a copy of her ID, death certificate, notice of death documents & the document from home affairs, we then got a documents stating all the required documents have being received after 2 weeks we still havent received anything so we went back to Ackermans to inquire what the hold up was only to be told they required a letter from the doctor as well that states how long she was sick so we got that letter as well. Now it is 3 weeks later & still nothing we got an sms we need to i called the nr on the sms only to be told im through to the wrong nr & they kept transfering my call, we really cnt see what the hold off is or are they just delaying so we give up & then they dnt have to pay???