Unpaid funeral claim

I took a funeral cover for my grandma with Safrican at that time(2019) they were African Rainbow life, never missed a single payment, my grandma sadly passed on the 1st of December 2023, I sent them WhatsApp on the number that they have online, which is still unread as of today the 14th of December, I reach them via call and was given an email address, i sent them all the documents which they needed for the claim, as of today they have not paid, i called them several times and I'm exhausted and stressed as i just lost the only piece of me that was left on this earth.they have not paid, apparently they are under sanlam when i called i was told that my grandma is not covered which is impossible, i called again requesting for policy documents and was told that it is a system error she is covered they are working on it, we burried my grandma on the 8th if this was the only money we needed to use we would have still waiting waiting.