FNB bad service drags out claim process to profit

I have a bond with FNB and bond cover with Better Life. My wife passed away a few months ago and I entered a claim with the insurance company and they were very helpful. Long story short. The insurance company needs the bank (cessionary) to sign a bank claim form so that the insurance can settle the bond that they are ceding. So after spending a long, long time waiting in a line, the consultant finally fills the form in, but with the wrong details. So I had to go to the bank again. This time the consultant was not there, so I had to wait in another long line to get their mistake fixed. This time the manager said that they can not fill the form. It will be sent to the home loans department where it will take about 48 hours to complete. All of this stated 22 August 2020 and we are still at it (13 October 2020). I logged multiple complaints, but it seems that the emails are just getting forwarded to each other now and then (as to show me that there is some movement). I had a call from the bank to help with the investigation, but still no results. It's just a form to state that I do have a bond with FNB and my insurance is ceding it (according to my knowledge). But I might be wrong and it might be an extremely difficult task to prove all this and that is the reason why it might be taking so long to sign a document. I am a reasonable person and I know with lockdown things tend to take a bit longer, but come on. I am struggling here. It is difficult enough losing your wife, after the birth of your then 3-month-old baby and raising all 3 children alone. Can we just all do our jobs and make someone's life a bit easier, please.