Terrible Service, Funeral claim not paid

My Family submitted a funeral claim for my elder sister who was a member of DENOSA. The claim was submitted through DENOSA the Union on 11 October , Old Mutual only confirmed and processed the claim on 16th October. As a family we have been following up on the status of the claim , at first our emails were not reaponsded to secondly when they eventually reverted back to us they said the claim was paid but we have not received the funds. We have sent proof of the bank statement as evidence that the funds did not come into the designated bank account. Not only are we disappointed with the lack of communication and service but it is clear that there is no respect for deceased individuals here, a Funeral claim should be processed with a sense of urgency! My family will have no business with Old Mutual in the future and this claim is still unresolved!