Standard Bank funeral insurance is awful!!!!!!!!!

I've last submitted funeral claim insurance LAST WEEK MONDAY at vereeniging branch. To this day I haven't received ANY COMMUNICATION FROM STANDARD BANK, not even a simple sms acknowledging the receipt of my documents.. Yesterday I called them and the consultant I spoke to claimed that they received the documents however the claim has NOT BEEN EVEN REGISTERED YET 😢. But they even managed to debit on my account for the same policy I'm claiming on!!!