Death Claim Not Paid

Good Day My partner took a funeral policy at capitec in 2021 /07/27 and cover his family and his siblings, On the 4 February 2022 went to capitec branch to claim for his late Cousin brother who died on the 1 February 2022 , they requested documents in order to submit the claim to their headoffice. We did submit all the documents as requested. On Saturday 5 February we received an sms saying that ,the documents we submitted are not clear, We rushed to Westonaria Capitec branch to submit clear documents , Unfortunately they say the dcuments still unclear, Today 7 February 2022 we rushed to the branch to submit clear documents, . We only received feedback this afternoon around 15;37 saying your claim requires further assessment and will be finalised by 15/02/2022, We need to bury our beloved one with dignity , by the time we took the policy , they didnt tell the stories , now they are frustrating us , the loved one is going to be buried on the 12 February at Eastern Cape . My Husband id numbers is ***, The name of the deceased is Mluleki Kelem born in ***5, claim number is *** Your assistance will be highly appreciated Regards