funeral policy not paid out

it has been 3 weeks since the death an burial of my sister. we mom and i went to a Standard bank branch to submit a claim. 3 weeks later the funeral claim still has not been paid out and no one from Standard bank has phoned to inform us of why there is a delay. this is such a painful experience for us and having to deal with financial contstraints because standard bank is delaying with payments just rubs salt to the wond