BAD SERVICE WHEN CLAIMING FUNERAL POLICY

I have had problems with receiving my funeral policy . The agents are always saying that they will get back to me but they never do . They are always giving me a later date that they will process the policy . I don't understand why I should struggle during these difficult times to claim for my policy when i have never missed one premium since taking out the policy . I feel that it is not right towards me and my loved ones to struggle with capitec during these troubled times