Poor and insensitive bank

My late cousin Cyril Charles Green passed away on the 16th of May.2023 I went to FNB Eastgate mall JHB and logged a claim on the 18th of May.2023 and still 6days later i still didn't recieved my payout I made several follow ups just to get the same answer that it has not done yet.

Below is the sms recieved on the 22nd.

FNB: We've received your Funeral Plan FI*** claim. Your claim is currently being reviewed. We're sorry for your loss. Queries? Call ***. Insurer FSR