Absa insurance

Good day

My mother Helena Kilian I'd *** is deceased on 6 Desember 2021 .

She have a funeral policy with absa policy nr ***.

I Heinrich Gustav Schreiber I'd *** her son is the beneficiary on the policy.

On the 10 desember 2021 .I submitted a claim at absa kenpston rd branch port elizabeth . With all the required documents .

On the 10 desember 2021 I received sms from absa claim randomly selected for auditing and it wil be finalized in 15 working days.

The 15 working days is over now and I did not received any feedback from your claim department.

I call the claim department numerous times already the matter has been escalate all ready but I don't received any feedback.

And you also debit her bank account with a premium on 3 January 2022 but she is deceased on the 6 Desember 2021 already.

What is the hold up on this claim .

Can you kindly resolved this matter urgently.

Kindly advise please.