Worst service ever

I am having a nightmare of an experience with standard bank's funeral policy. It is almost impossible to get hold of them. I have been trying to submit the claim since the 18th of January, finally got an SMS on the 25th that my claim was registered. Today is the 3rd of Feb and all I get is that they have a backlog, as if they are the only company that is dealing with issues of covid. Having to think that I valued their service so much before, now I moved from 5 stars to 0 stars