Funeral Claim not paid in time.

Old mutual is delaying our funeral preparations. We have submitted a claim for my late brother under 2 different policies under old mutual and only one has been paid out so far. Myself and my mother submitted claims for my late brother on the 11/12/2025 and only my (brother) claim has been paid out in a very short turnaround. The delay we experienced was due to a Police Declaration Form that was outstanding. We were advised almost immediately about the outstanding documents and had them ready the next day. My policy was processed and paid out on Saturday the 13/12/2025 and were happy as the preparations could go ahead. We were then anticipating that the second claim was going to follow suite. Come Monday, the 15/12/2025, nothing had come through only for us to find out after inquiring with the insurer that the documents were not received even though they were sent to them following the instructions on the email. I immediately resent the documents while on the phone with one of the agents. We have a funeral for the 20/12/2025 and are unable to plan accordingly and this is making an already difficult time for our family an even more stressful journey. Old mutual is supposed to be there for us in our hour of need. Can you please assist us in processing the claim as we need to go to the funeral home to finalize everything for the family. This is a very dark time for us and my family. Please, for the love of God, please come through for us.