No response at all

My mother has been banking with Standard Bank for so many years & had a funeral plan with them. Now she passed away on the 09-10-2017,because of complications I could only put in a claim on 17-10-2017 but til today it has not been paid. When I call (which is a million times & is costing me a lot) I hold & listen to that annoying music for hours until I run out of airtime. I've visited the branch a couple of times too but still nothing. I had to use my savings to bury my mother even though she had prepared for her own funeral. I'm utterly disgusted & hurt!