Capitec Funeral claim

I am writing to express my dissatisfaction with Capitec funeral claims department. In 2023 I went to the Capitec branch to replace my lost bank card and the consultant who was assisting me sold me a funeral cover which I took for myself, my spouse my two children and my late father. I have been paying for the cover since the inception with no issues or skipping my monthly premiums. My father passed away on the 20th of January 2025 while he was in Mozambique and was buried in Mozambique. I went to the DoH in Johannesburg to register his death on the 4th of February 2025. Home affairs gave me a list of documents which I need from the Mozambican embassy in order for them to assist with registering the death and issue a death certificate. On the 12th of February 2025 I then went back to the DoH with all necessary documents and they assisted with the issuing of a death certificate of my late father, however they indicated that they do not issue a BI-1663 form if the death occurred outside of the country. I then went to the Capitec Branch in Braamfontein on the 12th of February 2025 to register a claim on the funeral cover and submitted all the supporting documents which included the documents from the embassy where the death occurred a death certificate issued by the Department of Home affairs in South Africa, also attached to this email. The consultant who was assisting me asked for the BI-1663 form, which I explained that Home affairs didn't provide me with one as they indicated that the death occurred outside of the country. She then proceeded with scanning all the documents which I had with me and said I should expect feedback within 24hours. On Saturday, 15th of February I then received a call from a Capitec consultant requesting me to send a clear copy of my late father's ID and Proof of South African resident, which I provided. This morning 17th of February, I received the email below:

"Good Day

Hope this email finds you well

Kindly note we require the BI1663, if there is no BI1663 we would not be able to process the claim.

Kind regards, "

I do not know where else I should get the BI1663 form as the DoH is unable to provide me with the document. When I went back to the home affairs they told me that the documents I received from the embassy should be sufficient, there was no other document they could issue besides the ones they had provided.