Burial policy

My father passed away on the 4th September 2024. My mother submitted the docs to so that is burial policy can be paid out. They have told my mother that the funds will be paid out in 24 hours. On Wednesday my mother still haven't received any fund, she then decided to go instore again to query why the funds hasn't been paid out. We waited for 3 hours instore while the clerk was busy phoning head office. They told that the docs hasn't being successfully submitted due to funds not paid out. We went again on Thursday the following day. Again we were told to wait for 4 hours then the money will be out. On Friday still no money has reflected and we went again instore twice because of the empty promises made by capitec bank. Again we were told that the money will reflect within 2 hours in the account. On Saturday still no money has reflect. And my father's funeral was the Saturday. Capitec bank is the worse bank ever they want to deduct the monthy premiums but when it comes to a claim they can't keep their promises.