Capitec funeral claim taking more than 2 weeks as they promised 24 hours

I have logged a funeral claim for a policy that i joined in 2019 and it has never missed any premium however the claim is now going for 2 weeks and they declined it saying that the member was not part of the policy which i wrong because since the policy was done notice was changed and the member is still on my policy schedule , Where do we expect us to get the money for the burial now if you delaying the payment? INC *** follow up declined claim please investigate the reason why it got declined because the policy have all information required.