Pathetic and poor service

Iam writing this complaint with a sore and disappointment heart, after struggles and ups and downs with the bank trying to sort out the issues on my funeral policy i have with the bank. Unfortunately, one of the family members i insured died, I submitted the claim via app then got the reply that they received my claim and after that the was no communication from them.

Later i made a call trying to follow up and i was told to submit the documents again via email which i did and i ask them to escalate the matter to senior management or assessors because i need to leave to Durban for funeral arrangements. Made numerous phone calls sent emails every time was told the assessors are busy with my claim up to now I'm still stuck in Cape town the funeral is tomorrow still no reply and nothing been done from Fnb ("Trusted financial institution with a recognized Brand") They are so pathetic and heartless people. Iam crying out loud for help.....