Cpitec funeral cover

I have a funeral cover with Capitec, i logged a claim on the 2nd of September 2024, since my sister's death was unnatural, they say they are looking for postmortem report while i have submitted the BI and their police report. BI states clearly what is the cause of death, the case is with the police and now i have borrowed money to help with my sister's burial. I am so disappointed with Capitec.