Capitec Insurance Claim

Good Day ,it's been the second week since my aunt has passed away ,we are failing to prepare her funeral cause of the capitec funeral doesn't pay out ,we had to shift the funeral to this week cause we waiting for the paid out my grandma is the beneficiary it's also stated on the policy contact,and the worst part at the branch they can't tell us anything ,whether the insurance is active or not it's out third time claiming with no luck they keep saying at the Branch we will get an sms if the claim went through or not we claimed last week thrusday till this day we haven't received an sms from the bank.we went in today again it shows error on the system but the consultant managed to submit the claim so he said.what more will it take for the people at capitec bank tell us what's the problem why can't the insurance pay out