Standardbank Funeral Claim

I contacted Standard Bank in March regarding a death claim of my uncle as per the advise that was told to me by the agent Until date they have not processed my claim my uncle passed on in another country i sent them all the required documents until date they are still getting back to me. we are going through a lot as a family and trying to gather money i never missed any of their premiums they keep debiting me for the deceased person and does not want to pay the claim: I have sent them SA death certificate and affidavit as well all all relevant documents but nobody is responding