Unpaid funeral Policy

I wish to express my frustration with regards to my late fathers funeral policy. I have been sent to pillar to post when querying claim. I went to Nedbank Vangatee mall to submit the claim documents on my fathers policy and was told to visit a branch in Zewenchact which I didn’t understand why. I went to Gugulethu mall sometime last week to submit claim documents and I’m not sure if this was processed thus far I haven’t receive any communication from Nedbank.What’s frustrating is , I lost a loved one and during these times Nedbank is making it difficult for me grieve the passing of my father. When can I expect the funeral funds to be paid out?