Horrible service

My husband was brutally hijacked, shot and ******ed on the 14th June 2024. From the onset of the starting the claim process with fnb we have experiencing challenges. On the 29th June 2024 we submitted a claim and was told the funeral claim and accidental death will be assessed. Due to nature of the tragic death of Mr S Naidoo. We had to ensure the investigation officer signed off a police declaration form obtain from the consultant and provided copies of the case report received from the investigating officer. On the 05th July 2024, upon calling the contact center to follow up the accidental death cover. The consultant informed me there was no such claim that started. Again we went to the fnb branch on the 06th July 2024 taking alongside all of the relevant documents including the police declaration and case report which was previously submitted. We had then submitted whilst at the fnb phoenix plaza branch. On the 16th July 2024 I called the call centre and confirm the status of the claim where was told it takes 8 to 10 working days for the claim to be assessed. I should wait for the 19th July 2024 an assesor will call me and confirm details regarding the claim. I called the call centre on the 19th of July 2024 to request clarity on the claim as S Naidoo was the sole bread winner for our home. We have my dad that is 84 years old that collects sassa to assist with the household items. The consultant informed me the assesor is still busy and will require another 1 or 2 weeks. We were told on 3 times when contacted the call centre the claim takes 8 to 10 days to process and yet it seems as if fnb has not started the process as yet. I have not received any calls or feedback. Fnb has not empathy towards families that have lost their loved ones through crime. The police report was provided as well the police declaration. I cannot understand where the hold up is. Our families are suffering.