Claim not paid yet

We are not happy with capitec bank, we have submitted a death claim on the 5th of June at vanderbijlpark branch and we were told claim will pay on Monday till to date we haven't received any funds from capitec, case it's unnatural death and all documents were submitted we want to start planning our funeral services but we unable to do that as capitec is taking forever to process our claim...when they debit us to very quick to do so but to pay claims they take forever