Old Mutual failure to honor Final Expenses Benefit

I took out insurance with Final Expenses Benefit (funeral cover) for me and my wife several years ago. My wife passed on 5 June 2021 and claim for funeral cover submitted on11 June 2021. I had to cover the full costs of the funeral on 15 June since Up until today 23 June Old Mutual failed to pay out the funeral benefit. Their only response was to "apologise for the oversight". I have been a loyal client of old Mutual since 1981.