Capitec refuse to pay my funeral claim

Email was sent to Capitec on the 06th October and to this day no one called me back, went to a branch and was told i should get clear figure prints in which the Detective advised on the case claim that the deceased was decomposed as he passed in August and only managed to find the family in Mid September. when you call the client service of Capitec i am told they still looking into the matter and awaiting for course of death . is Capitec private investigators ? the case is still open and they should call the detective in charge for more into the case but they looking for excuses not to pay0. last year it was the same problem with my brother in-law who passed away from Covid and they still took 2 weeks with no excuse . i want my money i paid for this money and every funny come month end they are so quick too debit your account. when this claim is done you can cancel this stupid policy .