Funeral claim not paid! Funeral canceled!

I submitted my claim before 12pm in the afternoon on Wednesday for my late brother, I then later received confirmation that the claim will be assessed within 4hours, I have stated on the claim documents that the funeral will be Sunday n we need to pay for funeral arrangements with avbob, I waited Thursday, Friday I then received an sms that the claim went for further assessment for 5 working days, for which I do not understand how Are we going to bury our brother for we have made prior arrangements with family and friends that the funeral will be Sunday. No one in our immediate family have received the payment only the two people that we do not even know let alone that we do not even bear any relationship with them, they took out a funeral policy with sanlam life for which we did try to call sanlam life to block these people from getting the payment and it was in vain, we were told that their claims will be paid out regardless as long they have the correct documents which in their minds they assumed that the documents were given by the family which we did not. I fail to understand that we were not considered as the family for payouts, only the people who claimed with sanlam life who do not even bear a relationship with us, sanlam sky failed us as the family of the late Lukhanyo Vazi. We had to cancel the funeral at last moment due to sanlam sky poor conduct and poor service, affidavits was sent through to them with all the names that need to be considered for the claim as requested but that was not heard. We as family considering in taking the deceased body to sanlam doors and call Sabc TV to intervene.