Capitec delaying funeral claim outcome

Capitec funeral claims are taking too long to be finalized. On Friday 26th July I lodged a claim for unnatural death. I got feedback from Capitec on Monday morning saying that my banking account was closed and the claim could not be finalized despite me having sent a confirmation of banking details letter from my bank. I went bank to my bank to enquire what might be the issue and was told my account was active. On Tuesday the lady assisting me called to tell me she recheck the account and can now see that the account I gave them is active. I’d like to resolved this claim speedily because it is delaying all funeral preparations. Can Capitec please tell me if they are going to approve the claim and pay out or not so I can start planing this funeral knowing what exactly is happening.