Awaiting funeral policy claim

Good day

My mother passed on and she had a standard bank funeral policy which I am the beneficiary however on the 27th July 2021 I approached Standard Bank in Pretoria silverton to inform them about the passing of my mother but since then I haven’t received any phone call or email just to give me feedback nothing,I just wonder if I did not have any society to assist with funeral arrangements let alone bury my mother with dignity, imagined your parent spending week’s and week’s in funeral parlour because the policy is not paid . What kind of service is standard bank rendering to its customers who are still waiting for pay outs.