Old mutual delaying with a pay out of funeral policy

Old mutual did not pay our policy yet and we claimed funeral policy on the 18 March 2020. They always tell people that policy is 24 hours to pay and that's not true, we came on the 17th first and they send us saying our document is incomplete after we went and come back with complete document,today when we go to them they send us again to police station for another document, now when we ask them when are they going to pay they dont tell us, we want the money as we want to do the burial tomorrow, our sister is waiting at the mutual while we still waiting for them to pay our sisters policy . I want them to pay our police now as they got all the document that they need and we want to burry her tomorrow