Information on MDR policy

My mom passed away last month on the 27th July and I then contacted Standard Bank in regards to the MDR policy she has and was told to send an email with relevant documents in order to get information on the policy. An email was sent to *** on the 6th August 21 with the document from the court and to date I have not received a response. When I contact the contact Centre to follow up I am sent from post to pillar and no one is able to assist and end up holding for almost an hour and transferred to either Collections, deceased accounts etc. What does one need to do to get assistance all we need to know is the type of insurance this is and whether a claim can be made and who the beneficiary is . Its almost a month since her passing and we still have to chase after Standard bank....why????