Standard Bank funeral Services (Claims)

Good day, it's been a whole of 2 weeks trying to make a claim from Standard Bank funeral claims. Till today, we are not assisted. We have been sent from pillar to post. I find it very unfair as it is easy for bank to debit the premium amount yet when it comes to payment they drag their services. All the necessary documents have been submitted but there's no communication unless we give a call and we will be told that they are awaiting a confirmation from the hospital. Really?