FNB pay up

Appalling, no accountability, no decision making, passing the buck My mother has been banking with FNB since the the 1960’s until she passed on this year 2024. She had 2 policies with FNB of which me and my brother went to claim. Only one policy was claimed and the other policy has been stories after stories escalation after escalation no supervisor nor manager want to accept our calls. The claim is passed the TAT.. they know what to do but no one wants to pay what is due