Funeral claim not processed in 48hrs as promised - still waiting for funds

Having dealt with Std bank and had such big issues with my mothers funeral claim and now again with my dad, am really asking myself if they know what they doing when it comes to Insurance or they should just stick to banking. I submitted a funeral claim on the 20th July which I assume should take 48 hours max to day is the 23rd more than 48hrs later and am yet to receive an sms they promised on their WhatsApp option or the payment for the claim. Am very disappointed and frustrated with Std bank they did this when I lost my mom 4 years ago and I have had to send a complaint to the Group CEO and only then my claim was processed. Its getting so tiring having to fight for a service promised all the time!