Worst Standard Bank Service Ever

My mom had a funeral policy with Standard Bank which was being debted fron her account monthly, she passed on in May 2021 and when i went to Standard Bank branch in Fordsburg they refused to help me saying in order for me to access her account and the policy I need a letter of authority or executor( I wasn't aware that is needed for a funeral plan which is a plan that needs to pay for the funeral which is an urgent matter). I managed to get the letter of executor more than a month after her funeral. I went to the Standard bank at mall@carnival, I was advised to open an account with them so whatever is left in my moms account can be easily transfered to that new account and only then could I make a claim for her funeral policy. I was told the funeral claim will take 48 hours to pay out, when i asked them how much the funeral policy is for and what benefits does it come with they said they cant assist me cause it doesnt show on their system only head office/ insurance dept has access to that information. Well the account they opened for me had incorrect initials and address, i had to go back to the branch to get that fixed and until now no pay out has been made for the funeral plan, i called the insurance more than twice and on both occasions ive been put on hold for over an hour. I have service providers i need to pay since the funeral that took place in May. Im very upset, annoyed and disappointed by Standard Bank service that they do such to people while they're in mourning . Standard bank service is appaling to say the least and would advice people to never bank with them or take out any insurance with them.