Standard Bank Funeral claims I need answeres please!

I have never, in my 12 years of being a Life Claims Assessor, at various major insurance companies, come across such Terrible, Inhuman, Unsympathetic and disgusting service!!! I can't believe that firstly such a large organization does not have their calls screened to ensure sustainable customer relations and trust is built. I logged a claim 2 weeks ago with a consultant ***. She confirmed that everything will be sorted as the funeral parlor provided the death certificate a little late, due to the public holidays that fell in that week. Her service was beyond my expectations and she did ensure that payment be done the same day.

However after looking at my mom's policy which started in February 2005 at a premium of 143rand per month up until March 2023. I called Standard back the following day which was the Friday. I notified the exact same consultant that I am pleased by her service the previous day but I need to speak to a manager with regards to the fact that my mom had paid her premiums from 2005 to date, for a cover amount of 10 000rand. I confirmed to her that my mom had paid more than 30 000rand into standard bank for 10 000rand cover only. I explained to her that I also don't need the memorial benefit as we were going to cremate my mom's body so it's pointless waiting for 7 months after the funeral to expect a memorial /tombstone benefit of 3000rand as it will not server any purpose. She was ****** rude and I emphasized to her that it's totally *******, I told her that I am sorry for shouting but I am frustrated because I needed the cash to sort out the last bit of cash that I owed the funeral parlor. She carried on talking and talking and I mentioned that I would like to speak to a manager as I would like to liase an exgratia payment. She then decided that because I used vulgar words at the beginning of the call that she will drop the call in my ear while I apologized and still kept requesting to speak to a manager which I had done the beginning of the call. I am utterly disgusted by standard bank and I would like a call back as I am not leaving this here! I would like my questions to be answered and not by someone who is not in a position to make a financial business decision!!! To think I actually admired this bank as I worked for thee major insurance company that recently merged with Standard Bank.