standard bank

its almost 2 years and standard bank cannot pay out a death policy? When i ask questions they cannot answer, or they are waiting for people to get back to them. the service for such a big company is disgusting. its a death policy only what is so hard for them to pay out, but they very fast to take our money and if we late with payment then its a problem. will this ever change and how long more will it take? who do we get help from & how do we sort this issue out as we cannot talk to any management???