Disgusted by standard bank

I am so disgusted by standard bank funeral policy. I took out a policy for one of my family member. Sadly the person died in January. I called them multiple times and was told someone will call me back. I send multiple emails with documentation, however no response. I've been struggling for 3 months to get assistance. i went to the branch and they advise that they cannot assist, we need to call the call center. My account is still being debit and my claim is not paid out. What is the purpose of having a funeral policy to burry your family members if there is no responds from them. I want my policy to be cancelled. I cant be paying for a dead person .