Sanlam does not eant to pay funeral claim

My policy number is SG***4 i put a claim for them as I insured my cousin . There are investigations all over the show . All it was confirmed but now they keep on asking to all of my family members interrogating them with questions that some of them they cannot even answer . WE africans have a lot of extended families. Can you kindly intervene because they approved my insurance without investigations . THE manager from sanlam called me and approve my policy and my policy was suppose to last for 48 upon receiving the required documents . The funeral is on saturday i need to make contribution in the funeral now I cant . Can you advise me what and how to do in this situation . THANK YOU