Disappointed by the lack of service

My husband went to Absa Southgate branch to have a funeral policy claim processed, as he was the beneficiary to his Mother's policy. To our disappointment as a family, he was told that the funeral policy was non existent, but because I was the one always checking if the debit orders on my Mother in law's account were still running accordingly, I knew for sure that the policy was active. Our next stop was at Absa Maponya Mallwhere they checked and confirmed that a funeral policy on my Mother in law's account was active and it was for a cover of R10000, after a feeling of relief, the claim process was then initiated by a consultant, he confirmed that everything was in order and that we should expect a payout by at least Monday or Tuesday since the claim was done on a Friday. Fast forward to a week later the claim had not been paid. We went back to the branch on a Saturday to enquire about the delay, the branch manager took our details advised she would follow up on a Monday and give us feedback, when Monday came, she did call my husband and advised that there was an error when processing the claim which then resulted in the delay. Finally the claim was processed but to our surprise, funds deposited are now less that the R10000 we expected as per confirmation we received when policy information was provided. So to say the least, the service we received from Absa was very disappointing and left us more distressed after losing our loved one who paid her funeral policy premiums religiously for more than 25 years.