Claim not paid yet

Good day, I have a funeral cover with Nedbank. I went to Nebank to claim on the 3rd of April 2019.

I was told my policy does not appear on the system and they will conduct an investigation. Till today there's no feedback neither the money is in my account.

it's over 3 weeks now that Nedbank is still conducting an investigation? how pathetic!!!

I had to make means on how i bury my grandma while i took a funeral cover. I was paying every single month and i don't understand why is the policy not on the system. Nedbank fix your mistake so the next client won't experience this issue and pay me my money.

I work with customer queries and i feel this should have been fixed withing 5 working days not over 3 weeks.