Poor service

My brother joined African bank funeral policy for more than 6. Our father passed away on 24 December 2025 and was buried 3 January 2026. He submitted necessary documents to claim for funeral benefit as he was a full member under the policy. My brother didn't have an ID at the time, only temporary ID while waiting original one. African allowed him to claim using his temporary ID. The first claim was made in his home town ENgcobo. He went back to work in Durban after he submitted the required docs. He decided to visit the branch to follow up on a claim. They told him they never received his documents🙄. He asked me to send docs via email on his behalf. I did that and receive confirmation from them. Until then nothing happened even now we are still waiting for payout to pay for burial costs. African is giving a lot of stories up until they told him that he must send original ID, Luckily he got his original ID from home Affairs but still no money received from the bank