Capitec Bank Funeral Policy unreliable

Few months back I recruited my Wife to join Capitec due to reasonable Funeral Policy rates, my Dad in law passed on, my Wife submitted tghe docs at Lytteleton branch, she was told to submit the payment schedule from Her previous Funeral Policy, on the 10th August we submitted them at Wonderboom Junction branch and Nhlanhla (Capitec consultant) said She will update my Wife on Monday, Wednesday (14 August 2024) late we called Capitec Customer care and Njabulo said the same Docs we submitted are outstanding as per system report, my Wife tells Him we submitted them on Saturday, He finds the docs and He will escalate them to Claims Dept. Why are the process taking so long, how must one bury their loved ones if you are so slow like snails?