Death claim payment complaint

I would like to complain about a death claim that I made in the 16th April 2019 and I still have not received payment yet my other family members made their claims on 17 April 2019 and have received their death claim payments. The funeral is this coming Saturday and I am starting to look like the sibling who does not want to contribute to the funeral arrangements.

I spoke to a consultant from group schemes and she admitted that payment was supposed to be done but has not yet be done/processed yet I received an sms on the 17th saying that my claim is in process. They said it would take two days and it is now the third day.

Please assist as we need to finalize funeral arrangements for my grandfather. Old Mutual reference number is: CEB ********** 859.

Thank you