Funeral claim

I have claimed for my late brother's death on the 6th September 2024,till today date capitec have not payed my claim. The worst of all is that there is no communication from them on the progress of my claim. When I call the call centre they are also not able to assist me . The claims department doesn't have a direct line where u can call them ,so even when I send emails to the claim department they do not respond. I'm very annoyed and angry by this behavior. Capitec is not treating customers fairly and I will be visiting the office of the ombudsman on Monday. It's been over 4 weeks and no word from capitec .