Poor service when claiming funeral policy

My mother was paying for the funeral cover with standard bank every month. She passed on on the 7th and I submitted the claim on the 10th. I submitted all the required documents but haven't received any money or call. We buried my mother without her policy money that she paid for years. I am so frustrated, dealing with my mother's loss and then this. The consultant at Standard bank Centurion Lifestyle submitted all the documents and cc'd me on the email so i am sure the documents were sent.