Disappointed and disgusted

To whom it may concern My mother had a funeral policy with Standard Bank for years now and when she opened this policy I was with her. The cover was R100 000 then but the cover increased to a R110 000. My mom passed on the 15th of June due to Alzheimer . I went to Bellville Standard Bank as the Beneficiary to claim and a week the pay out is R72,666.68. Yes she was 2 months in arrears and I fail to understand why Standard Bank would deduct over R40 000 for 2 months in arrears. My mother has been a loyal customer to Standard Bank but now this is how she is treated by Standard Bank, all she wanted was a dignified funeral that’s why she took a policy with you and I never gave anyone documents to make a claim so it comes as a shock that someone else claimed for my mom . Where did this person get documents as I only provided Standard Bank documents. I demand answers , what happened to the rest of my mother’s claim money because now it means she will not be getting the funeral she deserves . I called in the claims department and was told that they can’t disclose some information, why? Did Standard Bank give someone my mom’s documents to claim after I went to the branch ? Who else claimed on behalf of my mother? Why did it take so long for you to pay out ? I will get to the bottom of this and this is not the first time this is happening , when my uncle passed on Standard Bank gave my mom problems and only paid out weeks after the funeral.