Bad service

My mother passed away on the 3rd November on the 4th November I went to the bank to start the claim for her funeral policy. The lady that assisted me with this was very helpful. She told me that the policy will be paid in 48hours. I left happy and content. One week later on the 10th I returned to ABSA cause I have not received the payout. The lady told me that the policy is at their auditors for verification and that it will take another 14days for them to verify the claim. Today on the 12th I receive a call telling me the policy just arrived at the auditors and it will take another 15days for them to verify the claim and policy. This is really bad from them. In the meantime my mother's body is laying in the mortuary waiting for them to pay out. I can understand if it was a sispicious death but it was natural. I included all the necessary paperwork from the doctors and home affairs. I am very dissapointed.