Frustrated with Capitec funeral

The worst. This is my first time covering someone under Capitec and I’m horrified, I put in my claim Tuesday, I was given a ref number and that was it. Wednesday I called to see if there is anything missing from the documents I submitted and to get feedback, I was told there is a backlog they will get to me ASAP, Thursday I called I’m being told there is no feedback back as yet on the stay the funeral department will get back to me. I’m so shocked!!!! This is the 3rd day how long does it take to get proper feedback and payout? I’m told that they are assessing the application then it will be taken to Sanlam to then approve. I don’t need the money after the funeral I need now to do what needs to be done. This is so frustrating and they warned me about Capitec I didn’t listen.