Poor service

It is very sad that at a time when I have lost a loved one, I have to stress about finances. I have a policy with assupol and submitted a claim on Thursday morning, one of their consultants assisted me and I was told the funds will be in my account within 24 hours. The funeral palour is refusing to provide a service to us because I have not made a payment. They won't release my mother's corpse and we are supposed to bury her tomorrow but assupol says the money will only reflect on Monday. I am confused and don't know what to do. The supervisor promised to call but they have not