Bad service

I have a funeral policy with FNB. I submitted a claim online and uploaded the document on the app. There was no response. The app still says awaiting documents. I call them the next morning and asked the lady that was assisting me to call me back cause I am running out of airtime she never called back. I later called and spoke to a guy who assisted and requested the necessary documents. I emailed the documents. I am sitting and waiting for FNB to pay the claim tomorrow is the funeral there is still no money in my account.