Unhappy outsurance funeral cover customer

I have a funeral cover with outsurance for my cousin, who passed on on the 31 August. I submitted claim on the 4th August, I still haven't received the payment. Instead when I call in to follow up and to check if there's nothing outstanding from my side I am told that the claim is still in the review process. What is painful is that we had to postpone the funeral from last week to this week Friday the 13th due the delayed claim. Loosing a loved one on its own is hard enough, on top of that we need to deal with financial strain of funeral expenses caused by outsurance as well. This is painful because outsurance left me in the dark, my funeral claim is being assessed for 10days now without any communication from outsurance in terms of the reason causing the delay, that time the funeral is on Friday. How do we get all the funeral arrangements in order without money? So what they advertise is not true " How do we take care of the funeral costs without the money, how are we going to be able to bury our loved one