Standard Bank funeral policy

I have a funeral policy with Standard Bank for 3years now,I’ve never claimed since they sad there claims takes 48 hours,this year on the 20 of January 2025 my niece passed on I claimed on the 25th of January 2025,they started phoning my relatives asking about how I’m related with the desired they told them,till today Standard Bank hasn’t paid me when I called them I don’t get a straight answer they always say they will come back me but they don’t,I really need help