Delayed funeral claim

I am not happy with how Capitec is treating their clients, I logged a funeral claim on the 19th of December for my late brother and sent the police report on the 20th I have been following up everyday with no fail but they keep on saying the claim is with the assesors, they don’t work on weekends and holidays however the 48 business hours passed with no response only to receive an email in the 30th saying there is an outstanding document which is finger prints for my late brother, why all this was not required at first and do we have to wait for almost 2 weeks to get a response? The reason we pay for funeral covers is because we want to be assisted in times of death, no one plans for that and it should not be this difficult when you have to claim. I am not happy with the service I am receiving and the fact that I had to take a loan in order for my brother to be buried is not right and it seems like even the consultant don’t really know what they are doing because you can’t be making back and forth like this. The process shouldn’t be like this and I hope Capitec do better than this.