Capitec funeral policy is a nightmare

My wife gave birth to twins one was still birth and the humiliation i received while still griving for my child no one should go throught that , you can pay ur monthly premiums but capitec will make fun of you wen you try to claim , i gave them everything that proves that the claim was legit but still they demand something i dont hv access to the discharge sammarry indicated one child alive one still which clearly indicated that the child was beyond 26 weeks