Funeral Claim of my cousin

My cousin passed away in 2024 December 6th it was unnatural cause and Burried on the 14th of December 2026,by that time i was very sick and diagnosed with Depression so i could'nt made any claim that was under me for my brother, the year 2025 passed because i was hospitalysed so this year I've made a claim to Old Mutual since I am back on my feet now they are struggling to give me my funeral cover Amount, they said that they don' t get investigation officer of the case since February till now i gave them all the contact details of the investigator officer still no thing. I feel like Old mutual failed me, i got bad experience ever in my life.