Capitec funeral cover

I am disappointed with the capitec funeral plan, I opened a funeral policy at capitec bank, from old mutual and I was told i need to bring a cancelation letter from old mutual to waiver my waiting period. I did submit a cancelation letter from old mutual. A month later I need to claim for one of the insured people. They have declined my claim they said it's because of the waiting period I don't qualify. This is day light roberry as it is not what I signed for.