Capitec funeral policy claim

After giving birth in December 2020 I registered my son for funeral cover. Unfortunately he passed away in February 2021. I called capitec and I was told that natural death has 6months waiting period. And the autopsy report came back saying that my boy's death was unnatural. I send all the documents needed and now they say they want antenatal chart. I tried to get it at the hospital as they took my file but with no luck they cannot find it. I tried to explain to the funeral cover of my situation but nothing. And at the moment they are not taking my calls. When they sell their cover to us they make it seem like it's easy to claim but nooooooo it's not easy at all and on top of that you are not sure if you'll get pay out or left dry with debts. At the moment they are not taking my calls at all... I've been with capitec funeral cover since 2017 but at this moment I've had enough. It's one story after the other..