Horrible funeral policy

My wife took out a funeral policy with this bank and the first premium took place on the last day of November 2023. The one of the people insured happens to pass away on the 11th Nov by accident.

We were so sure we had good cover as this has good reputation but little did we know we were up for a nightmare. My family had to bury our cousin and we had to cough out money from our own pocket.

The claims process was a night mere in fact still is because we claimed on the 18 Dec and we were told this will be finalised on the 28 Dec, today we are told the same story again. Strangely the investigation only to place on the 28th of dec right an hour before close of business.