Capitec policy is not good

Capitec funeral is a full blown **** my nephew passed away last year August due to an unnatural death and I claimed but I have not received the funds, the only funds I received was for natural death however the unnatural has not been paid out ,what is worse is that I provided all the necessary documents from the police inquest ,the death certificate to the post mortem however Capitec is playing games and they want the toxicology report which could take years upon years and what is worse is that my policy up to this date is fully paid . I am in disbelief due to this *********** service because whenever I call they want more and more documents...I mean what happened to you can claim within 24 hours whereas i have been claiming for the past 6 months no shame Capitec is a **** !!!!!!