Worst funeral payout process and very deceptive

My mother has been trying to claim my brother's funeral policy with Nedbank since the 5th of March 2025. My brother passed away on 3rd March. My mother has submitted all the documentation but Nedbank is giving her the runaround when it comes to paying out. It is almost a month later and she is both emotionally and financially exhausted as she had to pay for the funeral from loans. Please can Nedbank do the right and honourable thing. This is a grieving mother being given the runaround here. Where is ubuntu and empathy?