Death claim not processed

We have sent a death claim on Saturday both online and through physical documents the time which is confirmed on the website to honor claims is 24/48 working hours however the claim has not been paid out as yet and the Undertaker will not release the body without fees being paid to them we have spoken to several agents to assist in the client's service department to speed up the process as this is a matter of death and urgency should be app**** to resolve the matter, the service is utterly poor to the centric task at hand, no communication is sent out to advise on the progress its been nearly 5 days since the claim has been sent