Standard bank doesn't want to pay out funeral insurance

Im very disappointed with Standard Bank - South Africa , their service is very poor. I dnt know if their staff is not well trained, or they are there for the sake of just being at work.

On the 29th June 2024 I went to Carnival mall, with my sister to claim on her late husband's funeral insurance. We were turned away, as they were demanding a letter of authority. Eventually she was assisted, after having to educate them about whats required when you claim. All required documents and claim forms were submitted. She was told that the pay out will be within 24hours. 5th of July 2024, still no pay out. A follow up, was made. She was told that the claim has been rejected because her hasn't been paying the premiums for the past 6months. Her husband passed on, in December 2023. But they couldn't pick that up, even though the death certificate was submitted. They were just too quick to reject the claim, without throughly checking the documents. They apologized and promised to fix the error. On the 8th July my sister, called to check if the error has been fixed. Guess what, to this day it hasn't been fixed. She's been contacting them each day since the 8th of July 2024. And each time, she calls its still the same story about the premiums for the past 6months, not being paid. They are handing the matter to the Assesor and all those empty promises. Its sad how they treat young widows💔 . No sympathy at all 💔 and they clearly will to pay, only God knows why they do not want to💔 . Today it's the 11th July, still no pay out