Declined funeral policy because of waiting period

My funeral policy at capitec was declined because of 1 month waiting period ,my mom was on a policy before capitec for 2 years , staff didn't know what to do when I went to put in claim ,no feedback from bank or call centre, staff didn't make any effort to help me. I want to know how it works when you had a funeral policy before and canceled it and joined a new policy at capitec in the next 3 months ,I'm so frustrated with capitec as I went through a stressful time with my mother very sick in hospital and died on the 15/02/2022 , I had to borrow money to pay for my mom's funeral, where I paid 5 months on a policy that just said declined nothing else, what the hell