Capitec Funeral Plan - disappointing service

I took out a funeral policy with Capitec to assist with funeral costs in the event that I or a loved one passes away. I submitted my first claim on the 16 September 2024 at 10h08 as per their tracker via whatsapp as well as via email on ***. My Uncle’s burial is on Friday 20 Sep 2024. When I followed up on the 16th as I had not received a notification of receipt of my claim that was submitted via email I was informed that it took 24-48 hours to pay out a claim. That had me stressing as we have to travel CPT to PE. I enquired why is it that my claim is not reflecting on my App as submitted. In response to that the agent said that it would only reflect once the claim is paid. He guided me to check the updates and the update reflected as Service Request Created. Its been 24 hours and it still reflects as per the same status. I went into a Capitec branch on the 17 Sep 2024, consultant at Kenilworth branch confirmed that the claim has no activity logged meaning it has not been processed, or assessed. This is really frustrating and if I had known that Capitec takes so long to finalise a claim I would never have taken the benefit. I should have gone with Hollard or Outsurance who I have previously used. Imagine I have 4 other funeral policies with Capitec bank, if I am to cancel I will not even receive my contribution amounts. Its day light *******. If I could I would not even given a 1 star rating. Imagine I referred my husband to also take out a funeral policy for his own dependants.