Capitec refusing to pay at Claim stage

I am very disappointed with the services from Capitec life .

I covered my mom on their funeral cover due to their premiums being cheaper.

I let my other policy lapse and kept Capitec up to date , unfortunately 28 days before the waiting period expired I lost my mom.

I submitted the claim and it was declined due to waiting period unless I can prove that she was covered with another provider , the other provider had sent me a letter that states that they will give me a grace period until 10/05/2025 and my policy with Capitec started January 2025.

Capitec request for a cancellation letter from the other provider and I explained that they do not issue out a cancellation letter on a lapsed policy . The complaints advisor said I can go and get the schedule as proof so that they can review . This was done I went and got the schedule , with the start date and also attached the lapse letter that was providing the grace period. Capitec life advised that they cannot review the claim , then why was I advised to go and get the schedule in the first place ?.

I asked if Capitec can then reimburse my premiums as they are not sticking to their word that states that if I can prove that the person was Insured they will review , Capitec is also refusing to reimburse premiums.

Capitec must understand that we don’t take out covers and want to just pay and not get any form of assistance in times of need, sometimes we pay using the last that we have and then they come back and treat us unfairly.