Sanlam Sky funeral Policy claim delay even after cleared with Forensics

I am extremely disappointed with the service from Sanlam Sky.

My mother passed away on Thursday 27 August.

I submitted my funeral claim on Tuesday 1 September under Policy Number *FLO-260902-YT8* in the name of Virginie May. I was told it would take a few hours to pay out.

The next day I received an SMS saying it will take 5 business days because it's being assessed.

On Friday 4 September I was contacted by the Forensics department. The assessment was concluded on the same day and I was told it's normal procedure because of *****.

My sister submitted the EXACT same paperwork for my mother to Capitec Bank and her claim was paid out within 24 hours. Her paperwork was also sent to Forensics on Friday, but Capitec still paid immediately.

If Capitec can verify the same documents and pay within 24 hours, why is Sanlam Sky still holding my payout? This proves my documentation is valid.

My mother's funeral was on Saturday 5 September. Today is Monday 7 September and I am still waiting with no update and no payout.

This is inhumane during a time of grief. I need my valid claim to be paid immediately.

Policyholder: Virginie May Policy Number: FLO-260902-YT8

Desired resolution: Immediate payout and a clear explanation for the delay.