Funeral claim didn't pay out.

My mother and I made a claim on my father's funeral policy on 27 July 2020. We still haven't received the funds. I'm not happy with how sanlam treated us. My father had this policy since 1995. Now that we need make use of it we not getting any assistance. How do you expect us to bury our father when the funds are not paid. We had to make other plans to bury him. If we didn't do anything his body would still be in the mortuary and we would have to pay more to keep him there while we wait for Sanlam to pay out the money. I'm even tempted to move my policies to another company.