funeral policy payout delayed

NJ Nkosi id *** cell *** who had a funeral policy for more than 10 years submited a claim on Monday 10 Jan 2022 only recied an sms on 12 Jan to say the claim has been registered , Upon following up this morning she was told that the payout is being delayed because the undertaker is not answering the phone , that she must call the undertaker and tell them to answer the phone , what kind of procedure is this , other insures Pay with death cirticate, Id's notice of death and proof of baninking , lastime when her father died standard bank even called her employer to check if indeed she is on leave to bury her father . Why would one pay somuch money for 10 years only to comit a R4500 worth of ***** , why wold standar bank want to call the funeral palour . after this payment we are moving this policy . can you emagine if this was the only money we neede to bury .. we dont need this kind of stress next time we have a funeral . same delays happaned b4 with standard bank before . we will make sure it does not happen for the third time . all docs are submited but these stupid people want to call the funeral parlor.