Capitec Funeral nightmare

I have claimed on my funeral policy on the 16th September 2024 only tp find out the lady who helped me used the wrong policy number and re submitted all the documents and the correct policy number were sent via email from the capitec branch but still nothing has been done , no communication I check almost everyday on the whatsapp seldmf service still nothing. I have been calling and the answer I get is there's no response yet , I burried my father on the 21st of September with a broken heart . To this day nothing has been done . Everytime I check the whatsapp says they have assigned the agent to investigate . Do we have to bury our loved ones first before we can get help?? Then what's the point of having a funeral policy??