STANDARD BANK INSURANCE IS TRASH

My cousin sister took a Funeral policy for her mother long time ago, 2 weeks ago she logged a claim on the pathetic whatsapp number and also physically went to branch they checked her documents and confirmed that everything is in order, money will be deposited in 48 hours. 48 hours passed we had to have the funeral without this money so last week she went back to the bank to follow up and this time they told her that they could not process her claim as she was not a beneficiary, she had nominated someone else as a beneficiary (me) my frustration is why they could not pick that up when she was there, why does Standard bank have *********** staff? Currently i am trying to claim but i am not successful i have tried e-mailing the documents but apparently they are not reflecting for over 24 hours now and the whatsapp line is just a mess it kicks you out in a second and you have to start all over again, when you are calling you must dedicate half of your day because it takes that long for their agents to attend to calls.