Capitec Bank Funeral Policy

I have a funeral policy with Capitec Bank. I had a claim in December of R25 000.00. Only R19000.00 was paid and R6000.00 I was advised that it’ll be paid once I send the post-mortem results. Which I did on the 4th of August and were processed on the 11th of August. I haven’t received the balance and I call every week. Spoke to the team Leader Dimakatso Nkabinde nothing happened l.