3 weeks later and a funeral claim hasn't been paid

My mother passed away on the 29th of June. I contacted nestlife insurance to submit a claim, they told me that they don't have offices in Mthatha and that I should send them an email requesting the claim forms. I sent the email and I didn't get any response from them. I kept calling them and they said they will look into my email. I had to take loans to burry my mother as they were giving me the runaround. I work in King Williams Town and they have offices there, on the 14th of July I went with all the documents to their offices to submit a claim. My mother is the only one I took cover for, on the 15th they still debited my account. Days passed and I wasn't hearing from them, they told me that they have been receiving a lot of claims so it will take longer than 48hrs to receive the funds. Their phones are not working including the number for the head office in Sandton, I have to physically go to their offices to follow-up. I last went to their offices on the 24th of July, to my surprise nothing was done on the claim. The lady from King Williams Town told me that the head office hasn't done anything, so I waited for 2 weeks for nothing. They are clearly just sitting with my claim and no progress has been made. It's been 3 weeks and the claim hasn't been paid out, no one is giving me an update as to what is going on. I have never missed a premium and my policy is up to date. My claim number is 32741.