Negligence From Standard Bank

Hello Peter,

My mother passed away in July 2021 , documents were sent to standard bank to resolve the payout, its been 4 months and no payout has been made. I went to the bank in Melville today to find out what the update is , the team leader Thobile Mabaso advised me that on record it doesn't even reflect that my mother's deceased and yet documents has been sent to a consultant by the name of Yumnah was dealing with the life cover , it's been months since i last heard from her. Emails were sent for feedback, telephonic communication last received 2 months ago from Yumnah that she would let me know the update. Since then nothing had been done. Negligence on the highest regard and no regard for us as the grieving family where my mother was the breadwinner of outer family. Next week is Christmas and still no payout has been made. Thobile , the team leader says the process will unfortunately be delayed because process wasn't followed correctly. Now , you tell me. What is the purpose of taking these policies out to make sure your family is secure when you die when standard bank felt the need to not follow process. I demand this be escalated to the highest rank and that payouts gets made. It's bad enough we've lost my mother and now we have to deal with people's negligence.its inhumane and so unfair towards us as a family.