Claim issues

I am so angry at Absa life they are refusing to pay out my half brothers insurance, since last week after recieving communication to wait 48 hours i haven't gotten any response thats valid as to why they havent payed out the claim. Instead i am the one wasting his personal airtime and calling them during this moment of grief, they first claimed the investigating officer is not responding yet he's been telling me no calls have been made to him and even spent 3hours with me this morning helping me get ahold of absa to explain where the problem is exactly because he has not received any call whatsoever. i am in debt, i had to bury my half brother by making loans. i honestly hate the fact that i opened an account with this bank and all of a sudden my accessor is on leave and instead of communicating this with me prior i had to call and spend hours on hold for them to tell me that, wow i am soo honestly angry and lost for words my December is starting of horribly with debt i wish i chose another bank instead of this one honestly speaking and they are instead also harassing me as to why i opened him whereas i told them the reason and it's personal family reasons that i shared with them glady if that was gonna help them. I opened my half brother at the branch in greenacres mall Port Elizabeth and explained to the sales consultant the reasons and what type of relationship we had instead they are asking me why he's listed as i cousin how am i supposed to know a blunder made on their end my Investigating officer and family is here if they need clarity instead i am busy begging them wow what a horrible bank honestly speaking i really had confidence in this bank because my past partner told me to switch to them i regret making that desicion.