Utterly disgusting service during the midst of our grieving period

I lost my dad on the 11.08.2020 went to the branch in Burgersdorp to log a claim for the funeral policy myself and my mum has with standard bank we were advised that the payment will reflect in our account between 4-5 days we had no joy from standard bank we took out the policies to avoid stressful moments during this trying time .We sent an email even to the claims resolution but got no feedback Standard bank services is purely disgusting as we got no call no msg no nothing the way I currently feel is that I can cancel my policy as I have had the policy for more then 15 year's and this is the thank you I get for being such a loyal customer utterly disgusted with the dismissal service we received from Standard bank.