Claim not paid

I have had a capitec funeral policy for over 5 years now and I submitted a claim after my father in law passed away on the 18/06/2025 and I went to the Pinetown branch to submit the claim on the 19th, up until this day I have not received the claim payout instead I'm sent away everytime I go to the branch to do a follow up they always tell me I need to submit documents and now I was told that the documents that I submitted did not have a doctor's signature which also come to me as an excuse as everyone else in my family who submitted claims used the very same documents and they have been paid already. I really ask .you self what could have Happened if we only had capitec funeral cover and I am not the only one to experience such with this bank I am really irritated and devastated at the same time that how could a big bank like capitec do such awful things to it customers. Now I'm coming from the branch to submit the document that they asked for but I have no hopes since I was not given a specific date or turnaround time to expect feedback. This is the insurance claim number ***0 and there are other reference numbers that I got each time I enquired: ***,***,***0,***,***,***,***,***

I need this money urgently