Poor Funeral policy

I'm disappointed in they service my mom died 3 months ago and they still didn't pay out funeral benefits I phoned them over 8 times telling me my papers not in order I must sent it when I sent it and ask them if they have it they said just must wait 3 working days for payout .it's been goin on like this for 3 months I went to Edgar's 9 times already and the teller keeps phoning thembut still nothing happens. I'm very disappointed I need help please cause I need the money.