Unpaid funeral insurance claim

Claim number 24953 We've had the worst experience ever with Standard bank funeral insurance. We put in a death claim on the 23/12 submitted all the required documents, went to the vangate branch on the 28/12 staff were unhelpful, finally we were told to wait, we will be put through to the call center, the consultant didn't have any answers, just told us to wait, even though we told them the funeral is on Sunday the 31st it seems no one cares, they have no respect for the deceased and their clients. We asked for the branch manager to intervene, he sent an email to the insurance department manager and told us to wait for a call, but no one has called, they quick to debit, even premium for January has been debited, but claims are still unpaid.