Funeral policy claim not paid

I have handed in a insurance death policy claim on the 2nd of December with all the necessary documents they required. On the 3rd of December I called the call centre and they acknowledged it was received and claim was forwarded to the finance department for payout. I called again on the 4th of December and the consultant told me it was paid. Since then I still have not received the payment. Everyday I speak to a different consultant that give me a different story. The 13th of December the call centre advised that they have paid the claim and requested my bank statement which I have forwarded to them again. I called today 17th of December and a different call centre agent gave me again a different story. No one is taking my claim and investigating what is going on.