Extremely bad service!!!

I have submitted documents for the funeral claim of both my parents with Standard Bank Funeral Claim on the 08th January 2021 to date I am still waiting for the payout. Spoken to couple of call center consultants after being on hold for about an hour and half and they all promised that I will receive the money within 48 hours but that never happened. No reference number provided. The 48 hours period has long elapsed. When will the policy payout. No sense of urgency!!! No sympathy !! I am sick and tired of calling their call center.