Incompetence at Standard Bank

We have a funeral we have to prepare for, my gran has been with the policy for years since 2004, we claimed on Tuesday and did a follow up yesterday only to find the papers weren't received at the insurance department. What actually ****es me off is the fact that they are the first to call when payment is not done but when meant to payout the moneywe running around like headless chickens. The funeral is tomorrow for goodness sake I think we should actually bring the corpse to standard bank and then you see to finish. I'm really disappointed.

Nkuli ***