Funeral claim

I'm so unhappy with the service I'm getting from you from capitec funeral , I opened a funeral policy on the 15th of November 2019, was advised that I don't have to start with the waiting period from scratch aslong as I can submit the policy schedule from the previous policy it wont be a problem at claim stage, my mom passed away on the 13th of February, 2020 I went to capitec branch at Westgate mall branch number Br002212 on the 14th of February submit all the relevant documents was assisted by the consultant name Thuli, on the 15th they send me an email saying I must submit the cancelation letter on the same day I went to old mutual spoke to the branch manager to send all documents that required from them since I was covered with them kindly he did that for me he even send does documents to claims department, on the same day I went to capitec branch with the same documents they required from my previous insurance, on the 17th I call the call center to confirm if they did receive the documents they said yes when I ask what happend with my claim they told me the person who is busy with my claim is not around but they will get back to me after an hour which didn't happen, I went to the branch the same day I spoke to Sandie capitec branch manager he told me he does know what's going on with my claim, but he promised he will do a follow up and promised to come back to me before the end of the day of which he did not, on the 18th of February I call the branch again asking about the feedback he told he will come back to me before 12pm of which he did not again, I need answers and I'm tired of calling and going to the branch I need that money to bury my mother I'm depending on that money. on the website it says it take 4 hours for your claims to be processed and your money will be paid immediately, but when you call the call center they say it takes 1-5 working days which is misleading. The funeral is on saterday and preparations are stuck because of shortage of money.

Regards Nonhlanhla Amanda Macheke ***