Level up your service

A claim was needed to be put through for a level life policy so I called the claims department on the 4th December I was told to go into a standard bank branch with all my original documents and they will assist me. Only to get to the overport (Durban) branch on the 7th and was told by a consultant they can't assist me I need to send my documents myself. Called the call Centre again the next week and again the same run around.finally on the 12th documents were emailed to them by myself. When I called on the 17th Dec I was told the policy was finalized on the 14th Dec for payment but I had not received any money. I have been **** to by your Consultans about my payment. And I spoke to a manager phines at the call Centre on the 19th about my payment he promised to get to me but failed only after me calling him to remind him I'm still waiting for feedback was payment done. My question to standard bank is if your pay out is calculated as per your terms and conditions why is your time frame for a policy not paid out within the time given this is appalling service and to do this to a family that is grieving is not acceptable there's no compassion. It's not worth Taking out policies with you standard bank you don't honor your promises.