Standard bank funeral cover sucks

I have a funeral policy with standard bank, were Ive added my parents in law, it happened that my mother in law passes on whilst on the waiting period, I've called standard bank several times to remove her, they've told me to email the death certificate, which I did, and to this date she hasn't been removed, I've been trying to call their call centre's without success. Standard bank please do the right thing and refund me.