Unprofessional service on Funeral Claims

My dad had an FNB funeral policy for 21 years. Sadly he passed away three weeks ago and i have been trying to process a claim on this policy and there has been difficulties in dealing with FNB. I first tried their call centre, no answered to their phone for over 10min. I manage to get another contact number for FNB funeral department and I was told by the consultant that the policy can only be processed at their branches of which I went through today. After waiting for 30mins for the branch to open(This branch is based in a Mall and only open at 9am while all other banks opened an 8:30), was told by the consultant that there is some forms to complete plus a shopping list of documents are requires . One of the requirements is the bank wants original certified death certificate and my dads ID. Heres my frustration in that my sister took another funeral plan policy with FNB and she was able to process her claim with copies of the death certificate etc. Now i must go to the police station or post office and get these documents certified and thereafter process the claim. This is very unprofessional service from FNB