Funeral Claim not paid

I submitted funeral claim for my late grandfather on the 29 June 2022. Only received the acknowledgement of receipt on that on the 01 July 2022, after i made a follow up on the progress. Ive been visiting their branch in Idutywa and making follow ups telephonically without success. I've been told that they are unable to get hold of investigating officer mind you my aunt had insured the same person but her claim was paid long time ago. I submitted alternative contacts where the branch consultant called the investigator in my presence and wrote the note for head office to contact him. Until todate nothing has been provided to me by Old Mutual.