Poor service from Claims ( Standard Bank)

I have a standard bank funeral policy for my parents. My dad passed away on the 07 May 2025. I got all the necessary documents to submit for the claim in-time for his burial. Claim pays out in 48 hours, that’s what it says. I submitted the documents on the 13 May 2025, did follow ups , phoned,hanging on for more then 60 mins. On the 15 I phoned they told me they waiting for feedback from the hospital, claim will be paid out soon, today 16 May 2025, they still waiting for the hospital, and if they get feedback before 5 then my claim will still be paid out today 16 May. How do u have a policy but u have to go borrow money to bury your dad. What happened to 48 hours, when the consultant told me that all yr documents submitted is in order, only to be told by another,they waiting on feedback This is really bad service from funeral claim department. It’s enough that you have to spend more than 60 mins on the line, then the line get cut, j phone again,hang on for 20 more mins only to be told ther waiting on feedback. When I phone the 1st time to enquire if my documents was received, I never received a call from them, I was the ones making the calls. Imagine the people out there that doesn’t always have money for airtime to follow up in their claims This is extremely poor service. Funeral is tmr 17 May and I have to received a cent from them