Funeral department

This is the worst bank ever, they have bad service. I stay on the complaints like for 60min still no one answers. No daily feedback. My sister passed on as unnatural the declined the claim staying it was natural causes. We want answers as to what is the truth regarding her passing. The bank sent us for pillar to post for documents and still declined the claim for documents and the consultant advised me to put in a claim. Its not 2 weeks still no answer but the claim was quickly declined.