Fnb ran with a claim

I'm very disappointed by this bank and it's a second time now I trusted them to much I used them for years and it's easy for Fnb to take the premium from my account but I putted the claim in 3 to 4 weeks and I never get any call or even a sms from them and they never payed a claim I'm just thier stupid , my heart is broken they never even ask me when is funeral , and today I called them by myself but their answers are still not clear , I don't know whether their are ******** me or it's an unprofessional problem to them or not well strained but I'm very disappointed