Funeral Claim not being paid

My Mum went to claim for a funeral policy in one of Bloemfontein Middestad Branch. That was on Monday 24th at 14:00,the financial advisor even suggested that we open their own account cos the claim will be quickly paid within 8 hours. Yesterday 26th we went to one of the branches they told us stories. It's even 27th the money it's not been paid the funeral is on 29th. I am so disappointed in Old Mutual and their payout claim system.