Liberty Life Funeral Plan not paying out within 48hrs!

Original claim was submitted to fnblifeclaims@fnb directly on 2 Sept. No pay out and a lot of mess sorting out docs they cannot open onntheir side. Then on top of that after there is a clause that says they are not held liable if the pay out goes into another account, I am battling to get an indemnity form so I can fill it in and have tjem pay out the claim. Please sort this out. Avbob has been very patient but they need to be paid to continue with my mom's funeral arrangements! I am dissappointed at how much this has been quite traumatic to sort out on top of handling my grief!