Standard Bank Furneral Plan is useless when it comes to pay out

Dear Standard Bank I been a client for over 20 year you sold me a funeral policy to cover family death you **** that the policy will be paid out on time it now 2 months I have not heard from anyone all documents have been submitted directly from your branch this policy has been going on for almost 6 -7 years now and this is the treatment we get when its time yo pay out (policy number ********** 1308)