OLD MUTUAL UNPAID FUNERAL CLAIM

i took a funeral policy with old mutual, and my family member covered on the policy passed away then i went to claim on Monday (08.07.2019) for the funeral hoping to get the money on Wednesday to arrange for Saturday funeral. to my surprise old mutual didn't pay the money they sent me an sms saying my claim went for further assessment. i personally went to the smith street on Friday and they couldnt help, i had to borrow money to do the funeral that weekend. i called the next Monday ( 15.07.2019) spoke to Joyce Nxumalo who said she don t know what is the assessment about and they also don t know how long it takes. i am so disappointing and frustrated because even now the claim is still unpaid and no one takes an initiative to contact me and explain. i am now sitting with the dept for the funeral, now when calling they just put me on hold until the call cuts off. i need this money please!! CEB***