Standard Bank funeral - poor communication

I wright this review with the heaviest of hearts. I have funeral policies with Standard bank the covers myself , my brother and others. Unfortunately my brother lost his daughter as a still on 14-11-2022. Fortunately the policy was willing to accommodate the situation and asked that we submit paperwork to their confirmed email address. We did on Friday 02-12-2022 at 13:17. Monday when I called to follow up I was told they received mil but no attachments, I should resend the details . I did again Monday 05-12-2022. I immediately called after submitting to ensure papers where received. Consultant I spoke to then said there was no need they did receive the papers she will escalate matter to assessor. Yesterday I called to follow up on progress and was told file is with assessor and they will provide feedback before the close of business 06-12-2022. We did not receive feedback. I called this morning and spoke to consultant Lungile who told me a medical attendance was not attached which was false, our call distorted and disconnected. I never received a call back from him. I called again and spoke to a Phindile who explained file is with assessor and they are awaiting feedback from servicing to respond. I completely understand policy and procedure but communication is very important so that client is aware. I had used my salary to pay for the cost of funeral putting all my expenses on hold. My heart is heavy with the loss, now being in debt is making it worse. Had it been communicated to me , i would have budgeted better - or planned better. had it been communicated to me I probably would have taken better measurements. Its been 2 and more full weeks since the death and this is a panful way to be reminded of if. Had I not taken the responsibility and initiative to bury this child , something I entrusted this company to do . We would be sitting with a body for more than 24 days of a still born with my family during the festive season in mourn. Please help me