STD BANK FUNERAL - QUICK TO TAKE PREMIUMS YET DIFFICULT TO DO PAYOUTS

My Mom passed away on the 26 Jan 2021. I am an std bankclient & (the funeral policyholder) put in a claim for this funeral policy on 04 Feb 2021. I received a receipt stating what docs to submit. After follow-up telephonically, i was told to complete the claims form which the consultant emailed me to print and submit to them for processing, (cannot believe that with Covd-19 times we are still expected to print & scan). I submitted all accordingly as required, it is the 15th Feb 2021 today, STD Bank has debited my account for the funeral policy already, yet my claim has not been attended to. I contact the funeral call centre today @2:58pm, spoke to Joseph Mahlangu who now request certified copies of my and my deceased moms id's, even though I am a STD BANK ACCOUNT HOLDER and they have a certified Death certificate and notice...(how much more salt should I add to my open wound)..It pains me to have to be putting in such a claim, it's not like I'm ordering a take out :-( (I'm hurting) This was a natural death, THANK GOD, dunno what I would have done if I needed it to pay for the funeral. It has now been (12 days) and still no pay-out. (I even submitted via the Whatsapp) After numerous calls, I am yet to obtain any feedback or answer as we get transferred from one call to another and placed on hold for more than 35 mins, and then the call drops. I am appalled at the service you give your long-standing clients. STD BANK FUNERAL are quick to debit the funds but when payment is to be paid, there are many many time frames and many procedures. Many years ago I wanted to leave Standard bank but still had so much faith in your service. In a time like this, when you are in so much grief, we still need to struggle with pathetic service from Standard bank or rather no service at all. (MAYBE I SHOULD I TAKE MY CHANCES, VENTURE INTO A BRANCH, POSSIBLY BE EXPOSED TO COVID-19, BECOME ILL & GOD FORBID the worst) I suppose MY BENEFICIARIES WILL NEED TO GO THRU ALL THIS **** again. Really not happy with this. Call centre agent & Auto Response response not the same...be clear on what and how you require docs for claims