Standard Bank Funeral Claims Process Failure

I have a funeral plan with Std Bank. Been paying it since 2010. June 2021 my brother passed away. The service was so bad, we had to push out his funeral by 2 days. Dec 2023, my helper passed away, low and behold😐 Guess what, we had to push her funeral out by 2 days as well. It's 2024, guess what, I have submitted a claim for my sister in law. I was told that when I submit the forms, I must then call the call center to confirm if my documents has been received and are in order. Question, Why do are we requested to submit and ask the call centre to check, is no one checking it? I followed up, spending morw than R120 in airtime and was told that the assessor said that she is within her SLA and I must wait. So guess what, it's another funeral delay. Std Bank has done it again!!!! Three out of three. No remorse, we dealing with death, and she is within her SLA. Lethabo Khororo refused to provide her team leaders details or even transfer me to the team leader as the team leader does not accept calls. Too busy to deal with us! Heartbreaking!!!