Standard Bank very bad service provider

I've had a funeral policy for my parents with Standard Bank for more than 10 years. On the recent passing of my mother, I tried submitting a claim with all the required documents, I had to see to her funeral without their assistance, let alone paying out for funeral costs. I would not recommend their services to anyone. Even now considering changing banks, even though I've been with them for more than 25 years. Definitely not a good service provider.