Funeral Policy

I made a claim on my flexi funeral policy on Wednesday the 27th October at Standard Bank Welkom Branch and the consultant told me it will pay after 48hours,come Saturday of my fathers funeral still the funds had not reflected I wasted almost two hours sitting at the Bank trying to find a resolution and missed my own fathers funeral service.The consultant told me to call the insurance help line then I said I'll call with my personal phone because funeral was already proceeding to the cemetery,on my call the call centre consultant told me it is processed but they can't get ahold of the mortuary for confirmation,what confirmation is that because I provided all the certified documents and the death certificate is there.I am still waiting for the funds as we speak as I had to make debts so that my father can be buried in dignity.You are a very big dignified institution but this past five days you proved me otherwise, saying your service is poor or bad is a huge understatement your service is filth and I will never take a policy under you ever again giving that it was my first experience claiming a policy.Im very disappointed to think I took out a policy for the matter I had but couldn't exercise is it because you failed to communicate I had to grovel just to get what I pay for monthly.Its such a huge shame for your name Standard Bank sucks