Disappointed in funeral claims department

I sent through a funeral claim(C#####) for the passing of my father, Name Surname ID. ############# on the 17th of February 2022 . I swiftly received feedback from the claims department stating the following :

"Capitec: Please note that your claim requires further assessment and will be finalised by 25/02/2022. Capitec: FSP####. Insurer: Centriq Life. T&Cs. Info (1/2)

*** Incident#####

(2/2)"

I am my father's only child and the funeral arrangements and the financial expenses are my responsibility. I stay in Cape Town and my late Father is in Prieska in the Northern Cape where the funeral will be held the 26th of February 2022 hence the finalization of the further assessment on the 25th of February 2022 will be too late seeing that i need to travel to the Northern Cape and arrange the funeral.

I would sincerely appreciate it if the Claims Department fast tracks the further assessment to ensure a dignified burial for my late Father as this is highly important to me.

This funeral policy has been active since December 2019. All necessary documentation is certified by the South African Police Services and Home Affairs. I respect that there is protocols and procedures in place for funeral claims but I really need the funds to get to the Northern Cape so i can bury my Father. Failure to comply with this request could result in severe emotional trauma for me and my family.

I am a longstanding client with Capitec Bank and I value the exceptional services over the years. Please send feedback as soon as possible.

Kind Regards

This was the email i sent I've called 3ce and was basically told to send emails instead. I only received one response from my 4/5 of my emails from Phumeeza Marman. I called this morning again and the lady got upset for me asking questions and said there's nothing they can do when i asked to speak to someone else she said no i cannot. I called the Capitec Compliance number and the lady Zoey said no updates was made since last week and that i should wait till Wednesday for the latest.

How can a funeral be arranged from Cape Town to Northern Cape within 3 days along with me traveling till there and other expenses aswell.

I still received no response via email or sms or calls. Im grieving and still having this financial stress isnt making it any easier on me or my family im really disappointed in Capitec Bank funeral claims.