Pathetic Service

<p>My mom had a funeral policy with Standard bank underwritten by Liberty group. Their turnaround time is 48 hours. Upon submitting documents at the branch where everything was verified I was informed that it will take 48 hours to be paid out. When the pay out was not honoured I called to follow up on this claim and was informed the ID copy was not certified. My argument was if the branch failed to submit the correct documents as required by them why should I be penalised. In anyway I went back to the branch to resubmit the documents. 5 days later upon following up on this matter I was informed that they are still trying to ascertain the legitimacy of the claim and are contacting the funeral parlour. What I am failing to uderstand is why commit to a turnaround time of 48hours knowing it is not feasible. It is misleading to citizens. Also there's no proper feedback mechanism coming from them. You have to continuosly follow up with them incurring costs of calls where you will be on hold for more than 30 minutes. I believe Standard bank is not ready to provide such service and they should stop misleading the people. </p>