Funeral Claim

I am disappointed with Old Mutual. My policies I updated recently and was advised there is no waiting period. My mother in law passed away last week Monday, 30 June. I submitted the claim on Thursday, 03 July, only to be informed the claim will be assessed. Yesterday, 09 July I was informed that I will not be paid out due to an admin clerk not processing my paperwork and advisor indicated there is no waiting period for payout when updating the policies. I am highly annoyed and will be moving to a different funeral insurer, as old mutual does not want to payout what is rightfully mine. We've been paying for 4 years and now they don't even want to assist a person with a payout even if it is just half of what the cover was.