Funeral policy not paid

My mother passed on, as a beneficiary I went to Sanlam to lodge a claim on 11 November 2022, I received a message that the claim is in process and the lady said the money will be paid on Tuesday the 15th,but it has not been paid. I phoned Sanlam they said the money was paid on the 11th, I even went to the bank today the 16th to retrieve the bank statement, and it also shows nothing, I am frustrated I want to bury my mother.