Capitec disappointment

Around March 2023 at Durban North branch I obtained a funeral policy on myself, the consultant suggested I include my mother and daughter, which I did. I was assured of prompt payout in event of the worst case scenario. I have been in and out of hospital 7 times this year with reoccurring staph infection and can barely function now have to contend with the following: On the 15/11/2023 my aged mother Laura died of natural causes, she is definitely deceased and cremated. Ashes. I have a copy of the death certificate. I went to try obtain the payout to have a small memorial service. A consultant then explained that the death certificate was inadequate and I would need a DHA 1663 form. My estranged brother obtained the only copy and will not give it to me. Homeland affairs stated a copy (which I app**** for) could take two years to materialize. I went back to the bank to explain my predicament. The bank manager personally spoke to the funeral home and the hospital clerk. The bank refuses to pay me the policy. I said I would give them a copies of DHA 1633 when I received it, (t)hey also refused to cancel my ongoing policy as I asked because A) my daughter does not reside in south Africa, B) I no longer have confidence in their integrity and C) Capitec left me feeling like I was trying to perpetrate some kind of ***** on them).