Terrible Service from Assupol

I took out a funeral policy for my grandmother, she passed away on the 09/05/2020, up until today 20/05/2020 i have not received the money from my claim. but on the app it says payment was made on the 15/05/2020. i have called the call centre but they say funds were released into my account I have sent them my bank statement to show them no money was received but still no one has gotten back to me. this is all after my policy went for audit which I had to be asked 21 questions about how is she my own grandmother when this was supposed to be investigated at the inception of the policy when they were so eager to take my money