Poor service from standard bank

I’m angry disappointed by the appalling service we received from standard bank insurance. We made a claim for funeral cover on the 12th of August at Phuthaditjhaba branch, till today the 24th of August we haven’t received the money or any call from them. I went to the branch again to follow up they just dialed their call Centre I was on the call for more than 30 just for them to pick up the call.