Disgusted mourner

I submitted the funeral cover claim at Pretoria North branch on the 25th January 2025, submitted all the required documents to the consultant. On Monday 27th I got the message that I should send the death certificate as it was not received! I resubmitted but no confirmation or acknowledgment by capitec, there was no communication from them. I called them yesterday and they told me that the certificate is not visible which makes me wonder that is this their delay tactics or excuse not to pay???? I used the same documents to claim from two other reputable insurers and my claim was paid within hours of submission. I wonder if it's time to review my policies that I have with capitec and consider getting a company that shows up in time of distress than people that will have excuses when payment has to be done!!!!! 😡😤😤😤 I should be grieving my mother but now I have to worry about money that is due to me!