Capitec Bank does not payout for funeral claim

I am write with the heavy heart, Capitec does not want to payout funeral claim,I have submitted all the claim forms( death certificate, the Bi forms and the police report) yet the keep send me SMSes to submit the police report off which I did,then I received an SMS stating that my claim has been approved I must expect then money in the next 4-6hrs but yesterday I received another SMS saying I must submit the police report for the 4th time now. This payout was meant for the funeral,how do I then pay for the funeral if they are taking so long to pay.when is the deceased be buried? I'm so disappointed because they are so fast to deduct for monthly premiums but don't want to payout.