Standard bank Funeral Plan a no go

So on the 23rd of August 2021 my Father passed away. Due to complications with the funeral pallor he could only be registered on the 30th of August 2021. We taught we were find as we had a policy with Standard Bank # FNR*** which would pay out in 48 Hours. To our dis believe they are taking now 10 days to pay out. My mother had to go and lend money for a day which provision had already been made for. The day this policy was sold to here it was promised that their will be no hassles. Documentation received this year also claims that funds would be paid out within 48 hrs. And before you go to the branch, they had done everything in their power to get these funds release. Today my mom sit with interest on money she had to lend. In these difficult times we taught we could trust the bank that we bank so long with.