Refusal of claim payment

Good day, I submitted a claim 3 weeks ago for a funeral claim that was unnatural and all necessary documents were submitted and police report. They keep sending SMS claiming they busy with assessment that is understandable and my sister in law received a call from old mutual asking all relative questions. What I don't get it 48hrs passed as they say they'll pay within those hours. Every time I called they not providing good reason and I had to borrow the money from loan sharks that has interest so that I can bury my brother in law in peace. When ever they feel paying me the money we won't have anything left as the interest is growing monthly.

I won't recommend Old mutual to anyone as I will cancel all the policies with them and inform my family as well to do so as they saw what I've been through.