Capitec refuses to payout my funeral claim

I need help regarding a matter with capitec..they are refusing to pay out a claim of mine.

The family asked me to take out a fineral plan for one of my cousins ...she recently passed and we struggled to bury her due to capitec refusal to payout. The policy i had for over a year i paid with no struggle now they doing this to me At first they acted as if i never filled a claim after i emailed them the claim documents then they made me wait over 3 weeks at the branch i was put on a line with someone that said the claim was never filled. They then said they via sms they will call me after 3 weeks. To date they never called its been almost a month since filling the claim. I emailed the Ombudsmen they also never came bavk to me ..i now contacted lawforall hopefully someone can fight on my behalf. Im scared that they can do this to me when i pass away then my family wont have money to bury me. What a useless bank...guys run for your life. This is my reality...scary