Appualing service

The service I have received from fnb this mng is appauling and beyond me..I have a funeral cover with fnb and one of my dependants on the policy has passed away,this morning I was at fnb was told that for me to claim I must bring deceased I'd....I come back after two hours with documents required they only tell me now that I need to bring original copies for the claim,why on earth didn't they just tell me from the beginning what's need,I'm so dissapointed and frustrated as I must run up and. Down for something they could have informed me of when I visited the branch first time...who has the time tp go up ans down like headless chicken when I have so much on my plate with my brothers burial...worse part of it the consultants are not friendly at all,I thot fnb was thee bank but clearly no