Sanlam claim

My mother passed away on the 30th of August, I claimed at sanlam on the 8th of September since the burial was on the 10th of September, till this day the money is not in.i've been sending emails, making phone calls everyday and they promising every time that they will make payment but the day will pass without any money in my account, what they doing is very unprofessional, but they very consistent when they deduct, I never missed any payments, it's heart breaking because I didn't bury my mother they way I wanted.