STANDARD BANK NOT WILLING TO PAY FUNERAL CLAIM MONEY

Could we get assistance with regards to the standard bank funeral department . My cousin has lodged a claim at standard bank and provided all the required documents now the problem is that they are saying the money wont be paid because the owner of the Mortuary is not taking their calls. I want to know who's problem it is because we have provided all relevant documents . We have already set the date for the funeral which is this coming Saturday.Where is my cousin supposed to get the money to bury her mother as Standard bank is refusing to pay our claim due to a call thats not being answered whereas they have all documents. We are not happy with the service of standard bank as this is a very difficult time for us .