Funeral claim

I have a funeral policy with capitec and did a claim for my late cousin beginning of October claim number is ***7 it’s been two months now and no feedback is been given to me at all. Every time I call or ask feedback I am being told that Capitec is waiting on Sanlam which I do not understand because I have no policy with Sanlam. They said they denying my claim and I clearly requested a rejection letter so that I can take this further but still nothing. I have finished my waiting period but yet still not getting my payment. I have complained but still nothing. This is the worst service I have ever received from Capitec and I advise people to not take a funeral plan with them because they have proven to be ******.