Delayed the funeral claim for 10 days

On the 3rd August we went to oldmutual branch in Bochum to process the claim for my brothers funeral we were told the process will take 48 hours to pay the money,we waited till Thursday nothing was paid and the funeral was on Saturday went back to the brach only to be told that is still on process even today still the same message so I fail to understand what is the delay for we had to borrow money to prepare for the funeral