Metropolitan does not want to pay our claim

I'm am very disappointed at Metropolitan life, we submitted a claim at Maponya mall branch for funeral on 25th October...we were told that the claim will be processed within 24 hours...now it's 48 hours later and no funds are paid into the account, when we contact them the agents keep saying the claim is awaiting approval. The funeral is tomorrow and no funds to bury our Grandmother. We have the entire family insured with them, after this experience we are taking our business else where, this is both disappointing and embarrassing for a big company like them......