A month later... and still no pay-out!

I'm experiening the most frustrating experience getting a funeral policy paid out after my mother passed on over a month ago. The consultants on the phone are friendly but unable to assist in moving the process along. The policy is meant to pay out R5000 on the death of the policy holder. I claimed this amount on behalf of the deceased, my mother, towards defraying the cost of her funeral. I've been paying the premiums on this policy on her behalf for more than a decade in monthly debit orders that have come off my account. I've submitted all the required documents to process the claim but still no payment has been made into the account of the person who had to pay from his pocket when I could not make the contribution from the payout due from this policy. The sysetem used by the institution is insensitive, inflexible and unresponsive and an insult to the policy holders who have been paying premiums on this policy for decades!