Unresolved claim

am very unpleased with the Standard Bank Insurance services. I submitted a funeral claim on the 29th July at Standard Bank Savanna Branch in Polokwane. The lady who assisted me was very friendly and insured me that by Tuesday I would have been resolved. I have been calling the funeral claims number since Tuesday morning with no answer. I visited the Standard Bank in Tzaneen to make a follow up and I was told to call the call center number as there is nothing they can assist me with from the branch. I called again until they hung up my call to say they operate until 5pm. Today since 8am I have been waiting for my call to be answered and it's 14H00 still holding. That is so unfair for someone using a cellphone. It's not everyone who has access to a landlines to afford to hold for so many hours without luck. But when you select the sales option it is being answered quickly. That says a lot about their priorities. I am so disappointed and considering to cancel my existing policy at once if I have to struggle this way until I get help.