Capitec Funeral Policy Claim

I have a problem with Capitec Bank, I've lost my cousin brother on the 13th of this month I went to them for a claim and I've received a message stated that I must wait for the 24th I'm under the investigation. Till today I didn't receive any message or a call from them but my sister's got their claim on the same day (13- 06-24). Since we are a family everybody have a duty and mine was to buy a tombstone. I didn't get a cent from Capitec Bank to buy a tombstone for my cousin brother I even went to a loan shark to borrow R20 000 bare in my that R20 000 is got an interest of R10 000. I'm stressed I don't know where I'm gonna get that so much money to pay back the loan that I took. What ****es me off that policy I took it on 2019 I don't know what to do anymore. It's more than 14 days now I'm still waiting for them.