Poor service

My mother-in-law recently passed away (3 weeks ago). With difficulty we managed to confirm that she had an FNB funeral plan which she paid for 15 years. As she passed on a Friday we started making arrangements on the weekend. We found the funeral claim department was closed on weekends. When enquiring at a fnb call centre, we were told we could go to an fnbg branch over the weekend and complete the paperwork. We did so and after waiting in a que for over an hour were told that the would need to phone the said funeral claims department and as the were closed on weekends could not assist. (Unfortunately our loved ones don't only pass during office hours). This was only the beginning of our ordeal. After several consultations and document submissions, we are still no further. As her family we have been treated with utter disrespect and incompetence from staff members. We were even told this is a Liberty policy - even though this is sold and is being paid as an Fnb funeral policy (yes, Liberty is the underwriter). By the way, you can no longer phone any Fnb branch directly. You are put through to a call centre which cannot assist with any query you have already submitted to a branch.