Capitec funeral insurance paying mind games regarding validation period

I phoned Capitec bank last week regarding my funeral claim and I was told uts still within a 14 day validation review until 03 November 2025. Even the email from insurance team stated that the validation period ends on 3rd November but as I follow up today its still says my claim is still being assessed. Another agent said a 14 day validation began on27 October which is not true...Capitec is playing terrible mind games with me. This is causing a lot of emotional strain