African bank funeral claims

I am so disappointed with the African bank funeral policy cover... I have lodged a claim on the 13 May 2022 and today is the 25 May 2022 I haven't received any communication whatsoever only when I called today on the 25 May they tell me that the branch gave me a wrong form, they tell me that they have to verify with the funeral parlour that indeed the deceased is deceased, they have already verified with home affairs to confirm proof of death and apparently it's not sufficient.

I am not even angry I'm just disappointed. They say claims are paid within 48 hour of the claim but its 12 days today and still nothing. They are so quick to sent smss that debit order has declined but they fail to sent follow up messages to client about their claims.... Were I needed you most you really failed me and it's sad.