Two weeks no funeral claim payout

I did an application for funeral claim at Branch on the 16th May 2022 after my mother passed away on the 13th May 2022. To this day, I haven't received the payout and I had to borrow money for the funeral, which was on the 21st May 2022. I went to the branch, I contacted the call centre but still np money. What is going on? How long should it take? Old Mutual is no different from kasi insurance, all useless.