Still awaiting payment from the funeral policy

I took standard bank funeral policy some time in 2021. I added my grandmother on the policy. Sadly she departed on the 24th of April. I made the claim, submitted the requested documents on the 26th of April. I did not receive any communication from standard bank or what so ever. After the funeral I contacted the bank on the 4th of May to do follow on the claim payment. I was told that the claim is still with the assessor since they could not get hold of the funeral pallor and the hospital for the confirmation of death. I was promised to be called back that day,but I did not receive any call.

The following on the 5th of May. I called again, spoke to Nelisiwe Ngwenya. She escalated the claim. Only then the calls were made to verify the death. Rudzani then called me back to say verification has been made, she confirmed my account number where money is supposed to be payed to. Few hours later Nelisiwe called confirming that everything has been sorted out, and I must expect the payment before the end of the day.

No payment came through. I called on the 7th of May,spoke to Boitumelo who said according to the system if shows that money was supposed to be payed on the 4th she doesn't understand why it hasn't came through. She said she will ask Rudzani to call me since she is the one handling the claim. Up to now I'm still waiting for the phonecall and the payment. Today marks exactly a full week i had buried my grandmother. So if there were no other means what was I supposed to do. I'm so disappointed with standard bank