Standard bank funeral insurance

I've logged the claim and I'm not getting any feedback I'm a pensioner and I've been paying funeral insurance every month with my last money and I never skipped any payment. Now I have to follow up on the claim that I did last week...I'm not getting any feedback. On the policy documents they mentiond 48 hours turn around time but it's actually not. I'm even starting to think that it's a ****...the service is really bad and I have to bury on Saturday,they stress that they are giving us is unnecessary