A dissipointed customer!!!

Hi, don't really know where to begin, but my aunt past away, last week, and I have a funeral cover at capitec Bank, I was with hollard but capitec said that if I change to them all my family members will be covered emedete, so I change and provide them with the letter, thinking everything is fine, so my aunt past away but on her death certificate said that it is still under investigation, so I gave them the papers and they said no, they can't help me because of the death certificate said under investigation, I went back to the doctor to ask if they can help us with that, and they gave us a post motum and letter that explains why the death is under investigation, but still they don't accept it, all other policy's accept it but note capitec, and the doctor who investigate the case said that it can take upto 3 years, so I ask, if it takes up to 3 years am I going to pay for her even if she already past on, they said yes!!! Plz do consider if you want to change, because know I can't go or contribute to the funeral due to capitec, if I only knew this would happen I would never ever changed to them....imagine if I was the only one who had a funeral cover, what would have happened.. I'm deeply disappointed and sad about it and I have been a loyal customer from the beginning.... Very disappointing....