Worst service, funeral is tomorrow, we have not received the payout

My dad has a funeral policy which he's been paying for years, we are trying to claim so that we bury him with dignity, standard bank is not coming to the party. His burial is tomorrow we still do not have the pay out from standard bank, how are we supposed to pay service providers, must we go to loan sharks? Your service is ridiculous to say they the least, we submitted a claim last week Wednesday, to date we have not received the payout