Standard bank funeral claim

I have a funeral policy with standard bank have submitted my claim at the soshanguve branch on the 14/11 then I made a query on the 16/11 I called in the morning was told it was escalated I should call in the afternoon, which I did call them for the 2nd time and the consultant that I spoke to told me that me that the claim should be paid in the morning of the 17/11 the claim is still not paid This is very frustrating, I have a funeral policy so that when the unfortunate happens I know I will have funds but what standard bank is doing now is frustrating