All documents submitted, but capitec bank won't pay funeral benefit.

I have a funeral cover with capitec bank, Yesterday I submitted a claim because someone covered has passed away. Capitec bank sent a message today saying my claim requires further assessment, and they say they will only finish by 06 January 2022, I'm not sure what they suggest we do whilst we await their assessment to finish, as the deceased needs to rest, and we also need to go on with our lives.

Capitec bank, we are supposed to be burying our loved one tomorrow, but since we can't bury him now, we will bring his corpse to one of your branches until you complete your assessment.

My claim reference number is:***6

Thank you.