3 weeks to pay out funeral claim

When I took out the funeral policy I was told claims are paid out within 48 hours of receipt of all documents of a valid claim. Unfortunately my father passed away after being involved in a car accident being in ICU for over a month I am told the claim is with the assessor and will be finalised in 3 weeks time. The cover amount I have covered my dad for was R25000 but I'm told only R21000 will be paid out in those 3 weeks. Why is everything changing when there's a claim that needs to be paid out. It's very unfortunate that Standard bank paid out my mother's claim for the same claim details I guess I'm with the wrong bank . highly disappointed with nedgroup life.