Disappointed with Standard bank insurance

My Name is Nomusa Nxumalo I submitted a funeral claim on the 31/08/21 until today I have not received any correspondence from Standard bank tried calling an agent that answerd my call said she cannot pick up my claim on the system and she cut the call upon holding for an hour to get through bare in mind their calls are not zero rated. Went to Verulam beach was asked to call client services I set at Verulam branch for over two hours on the line after an agent asked me hold until the call got cut am very disappointed & frustrated with standard bank insurance poor service I don't know what to do now..,.