A very disappointed client

I have a funeral insurance with standard Bank .With my dad's passing I would expect that my insurance would make things easy and pain free,I have called the call centre and been on hold a whole 1hr 45 Min and the the line disconnects.I called again still no response .I have been a loyal client paying my subscriptions making sure I have a peace of mind but only to stress while I need to have a degnified funeral for my dad.Even the website they are giving when u call the email comes bad.Am highly disappointed in such a time in need of help I get such service.