No refund paid from Assupol

This is to enquire about the Assupol Funeral cover turnaround time for refunds. I got in touch with Assupol about 2 weeks ago on my behalf of my mother who is 72 years old and a pensioner. She has been trying for over a year to remove my late father from the funeral policy, eventually she got the help she needed, my late father now has been removed BUT she is due for a refund from December 2020 until now. We have been told about receiving feedback from department that's meant to do calculations of how much she will receive but its been almost 2 weeks now my mother has not received anything. She is a pensioner and needs this money that Assupol owes her. At least if he we have a specific duration but there's nothing, they are still calculating! I am pleading with Assupol to do the right thing and refund the money immediately, I really don't understand why must it take this long. Thank you.