CF***4 Funeral coverage

I went into a capitec bank yesterday ,and got "assisted" by the lady called Kgaogelo . This is capitec wonderpark . I was there to initiate a funeral claim and I had all my documents electronically. Firstly all I heard was i could have done it online since I have my documents with me electronically. Let me give her the benefit and regard it as she wanted to make my life easier. However since I was already there the expectation was that we should move swiftly . So she asked me to email the docs to their branch which I did over 3x but to they kept on saying they are not receiving them and that it's best I do email the funeral department. After waiting I eventually decided to email the funeral department. I kept telling her that the process is rather frustrating because this is a grieving period all you really want is to submit and trust that someone is working on it . I did email their funeral department. There was no email received to acknowledge. I called in later yesterday and the call centre agent said I will only get a reference number once they start working on it . CAPITEC have you received my docs ????is this the service in time of like this?