Funeral claim

I lost my mom on the 15th Jan 2021 and have been trying to claim since but old mutual has sent me from Pilar to post I have no idea why old mutual is delaying to pay. The 48 hrs turnaround time is taking forever. I am never taking anything with old mutual and the superfund cover that I have with them I suspect it will take years to pay out. Can old mutual please be a little sensitive especially with something so painful as loss of a loved one. A person grieving does not need that unnecessary frustration pay out people's money and stop with these tendencies.