Never received my funeral cover payout

I joined Liberty Life in 2023 (Funeral Cover for my Family) and unfortunately i lost my brother who was also covered by the same policy 11-07-2024 so i called liberty life to commence with the claim process in preparations for the funeral, to date i have not received my payout i eventually had to takeout a loan to cover the funeral costs. I would never recommend liberty life to anyone the level of service is so disappointing.