Standard Bank Funeral Policy poor claim service!

I submitted claim on the 18th January via Whatsapp, there was no acknowledgement. I then decided on the 19th to go and wait in the queue at the Cape Gate Standard Bank branch to submit the claim. The consultant submitted the claim on my behalf and tried calling the insurer, for 20 minutes trying to get through with no success. I left the branch with the promise of a follow up. Today the date is the 1st February and no tangible response from the insurer was received by the consultant at the branch. Today Standard Bank deducted the premium for the insurance meaning the claim has not been processed. You are good at deducting insurance monies but your service is poor. I am very disappointed in the Standard Bank Funeral policy product, the service is poor and not worth it.