Capitec funeral policy claim

I'm Sinazo Tshaka staying at East London my I'd no *** my late father had a funeral policy at capitec his name is Bongani Wiseman Ngalo I'd *** .He died on Saturday on 7 September 2004 so I went to capitec on Monday the 9 September for a claim I asked them if is it active?they said yes so they said I Will see the sms ,I went to tell them wensday they said they can't see anything so I came again on Thursday the 12th September they gave me another reference no so we went there again on Saturday the 14 September because we want to bury my father they say there was no policy after 6 days??? Plz help us my father is still at mortuary