Not getting my claim resolved

I have a policy with avbob for more then 8 years my uncle passed away recently I made a claim on the 12th June 2021 in Port Elizabeth where the funeral will be taking place I'm from cape Town was advised that will receive the money on Tuesday the 15th June to my surprise on Tuesday morning get a call from avbob p.e stating that need to re send my bank statement they only have one side of it where as I made a 1 month statement which is 1 page back and front didn't not understand how they can only have one side want to the internet Cafe and resend it again called and was told that recieved asked when will get money lady said not sure OK now today get call from the head office need to re send bank statement they didn't get one from p.e asked if the lady can call p.e avbob to find the one sent on the 15th she got back to me that consultant that was helping at p.e is off sick for 2 days and need to re send again then dropped line what a inconvenient at this time of loss very disappointed in they service