Unpaid funeral cover

Submitted a claim on the 21st of July and still get told the case is under investigation, it is with the Assessor by the name Lihle Khoza. No turnaround time no feedback. Instead, they lie about the investigator saying they must halt the payments. When I enquired about that the investigator denied those allegations and now I'm told the case is still investigated whenever I try to get answers. I come across bad reviews about Standard Bank over internet in similar cases and that unsettles me, worse when I don't get response on correspondence forwarded to the relevant people. I need help to resolve this!