Over 3 months of submission of claims still not paid

I have been not payed, 3 months has passed since i submitted, they went to the mortuary where my mother was kept they went to check where we buried her, but still no payments, what was the reason for taking this cover if it wasn't gonna help me on burial, no call from standard bank, this is ****ing people when you dont payout, i see that they responded but i cant open it, why no calls so i can now that you refuse to pay, i will take this matter with Ombud now, i have been paying premiums every months, why dont pay me back my premiums if you dont wanna pay cover amout, you ****ing people, i hate this bank i will never refer anyone