Pathetic Service - no feedback on Funeral Plan Claim

I have submitted funeral plan claim forms thrice already on the Standard Bank self service Portals since the 1st of August. To date I have not received any correspondence from them with a reference number or anything.

Their help desk is pathetic I can never get through as they ALWAYS have high call volumes and I can't wait on a phone for hours on end

Standard Bank knows to take the debit order monthly , but when it comes to their platforms and services to pay out I am extremely disappointed. I have had to pay the undertakers and other funeral expenses out of pocket and 2 months later I have not had a policy pay out and they advertise that pay outs happen within 24hours.