Funeral claim

My son has a funeral cover with them. My late husband, his dad is on the cover. We went their offices at the Grove mall to claim on the 30th January to claim, we had all the documents, I am the beneficiary all was done and they to us that it will take 48hrs to be paid today is the 22nd nothing has been paid. He we Yo the other branch they could not help. I have send several emails with no response. This person are cruel my son has an account with the for his whole life but they could not treat him with respect when he need them. I am going to make sure that he change this account and joint me at FNB. They were so helpfull their funds were in my account in less than 5hrs.