Capitec funeral cover refusing to pay claim dont use trust this

i had a funeral cover with capitec and for more than 6 years without a miss in premiums and without a single claim , moved and and is 2024 September 3rd we hear of sad news that my uncle has past on , funeral is planned for the 14th September 2024 i submit my claim on the 9th with capitec and send all required documents and on the 11th receive an sms saying claim was received next day 12(Thursday) i call them and they tell me the claim is in process i call again friday same thing , we had to postpone th funeral to the following weekend 21st monday 16th i call they say proof of bank account details (i am using capitec dont get what is being verified) same time i send the proof of banking details monday and called and said i should wait for next day next day i call i am told still the proof of banking details is outstanding ,i send it second time Tuesday ,send it via email ,send via whats app and i call and they say they are escalating the matter and wednesday i send again (3rd time) after seeing on the app is still saying same proof of banking is missing and i call and they say they will escalate the matter and consultant sends an email to necessary departments and i called again around 16:00 as the funeral is near they say still nothing ,Thursday i call again asking what's going on they say there is a missing proof of banking which i send 4 times already and i am capitec account holder how is capitec looking for proof of banking , today is friday i called again and still saying the same proof of banking is missing , the FUNERAL IS ****EN TOMMOROW and still no money or claim approval from capitec , i hate this bank they where fine taking my premiums and now they don't even want to pay out so i can hold a funeral .. no one should trust capitec funeral cover they will make you struggle is your worse situation family has to borrow money just to make means to hold a funeral