Capitec bank funeral cover

Good morning my name is Ntombifuthi Tholo. I have sent through numerous emails to Capitec Funeral claims (***) and even sent through all the documents they required last week but they haven't responded. I was communicating with Zimkhitha Notshokovu Agent: Insurance Claims (Funeral Claims) Insurance Claims. Who is now no longer responding to my emails regarding the funeral claim. I burried my brother this past saturday 01/01/2022 and it was a struggle because there were no funds received from Capitec. I called them on Monday and I spoke to a lady whom I forgot her name and she said they will get back to me as soon as possible because the incident is still hanging and she sees no response as well. She explained that they only comminicate with funeral claims via email. Incident# ***0. I am not happy at all with the service I received, I tried visiting the nearest Capitec branch and they could not assist me because they claimed to be offline. I trusted Capitec thinking they would help me through this difficult time but it seems like they don't care about anyone's feelings.