Failing to pay the funeral claim pay out for a month

I have been taken from pillar to post with regard to the funeral claim payout of R20,000.00 ( TU171673) for a month now. I have escalated the matter to the regional manager of Limpopo( Tebogo) and Germiston, however, Two Mountains still failed to pay even after a confirmatory email said to be paid on the 4th of January 2023 was communicated. I have been calling their underwriter however they are not answering. This is extremely frustrating after loans were made during the preparation of the burial, with the assurance of replacing the money after 48 hours of payment from Two mountains. Their claim departments are no longer answering our calls. Can someone assist and advise further?