Capitac funeral policy

Hello Peter can you please help me about my funeral policy that I have at Capitec bank...in August my son passed away and I made a claim which was for 20.000 but because it was unnatural causes it was supposed to pay double so I submitted the relevant documents at Capitec so they only pay 20.000 and asked me to submit a pathology report..I waited for 3 months before I could get it but later I received it and I submitted it for them to finalize the claim...and I'm paying my insurance each and every month but now Capitec seems they are looking for things that they know it will be impossible to get ..the pathology report it states everything that happened to my son and also what was the cause of death...the sad part is I made loans to help with the funeral hoping that Capitec will pay but now its almost 4 months and I'm running up and down ..now they want me to give them inquest letter .when I went to police station I was told that they won't give me their statement because they are not supposed to...so I don't know what to do but monthly they deduct my money can you please help me hello peter....my email address is ***