Capitec bank protea glen poor service

I have a funeral insurance policy with Capitec Bank for over 3 years now. I made a claim on the 19th of July 2023, I was told the documents were not visible enough. I managed to get the scanned documents and went back to the Protea glen branch on the 25th July 2023 to submit those documents. 2 days later I was called by their headoffice to inform me that my claim is on hold because there is 1 paper from the Notice of death missing. I took the papers AGAIN to the protea glen mall branch. Today is the 28th and I still haven't received the money. THIS IS TOTALLY UNACCEPTABLE AS I HAVE BEEN PAYING WITHOUT ANY ISSUES. NOW IT IS TAKING FOREVER FOR ME TO RECEIVE THE MONEY.