Bad service from Standard Bank

I lodged a claim on the 06th of November for a funeral policy I've been paying for since 2006 after my mother passed away. When I phoned them a week later they told me they didn't receive the documents. I then contacted the brach where I submitted my docs to resend the docs. On the 15th they said they have the documents I should wait for a period of 48hrs. Even today the payment hasnt been made. Everytime I call I'm told my matter has been escalated. They are the worst brokers