Standard bank funeral policy not paid

I I Emmanuel Nyandeni lost my brother on the 16th July 2021 made a funeral claim on the 18th July at signage terrace standard bank was assisted by Leandre and till to date I have not received my funeral payout. I borrowed money to bury my brother and there was no communication and still no communication regarding my payout. You try reaching them on emails no response and when trying to call them you hold for the longest of time. I am disgraced by the bank and cant take this anymore. Alot of people warned me about this funeral policy with standard but have them a benefit of a doubt and I can simply say I'm high disappointed