No service

My parents have a funeral plan with Old Mutual that PAYS OUT 24 TO 48 HOURS. My mom passed away on the 23rd of July 2020. On the 24th all documents were sent through. On the Monday, 27th, they asked for a certified copy of the marriage certificate that we did. On Thursday the 30th we called as no funds were received, to be told they only attended to the docs on the Wednesday and they are escalating it. Monday the 3rd of August 2020, we are told that they sent it to their manager but he has not looked at it as yet... Today is the 4th of August 2020...my Mom passed away 12 days ago and we are still waiting for the 24 TO 48 HOURS Payment so we can collect her ashes.