Old mutual delay in pay out

I am deeply disappointed with the service I’ve received from Old mutual . I submitted a funeral claim under my late mother's comprehensive cover last week Wednesday, and as of today no pay out. I was informed last week that they would be a delay due to difference in date of birth of the deceased and therefore they would be recalculated. The difference is the month and day were swapped human error but the year of birth is still the same. I was told there would be an additional 48hrs. On Monday I contacted old mutual and was informed they are still recalculating. This morning I wake up to a message that I should send proof of surname change which I have not changed my surname and the policy holder wrote my surname as it appears on my ID which I've already sent to Old mutual. I believe this is a delay tactic from the insurance company and doesn't want to pay out. My late mother did this cover so we wouldn't struggle should she pass on and we have funerals to prepare for. The funeral is on Saturday and we need the funds to start with preparations. I will no longer use old mutual because this experience has showed me my children will suffer should I die