Funeral Claim feedback

I have a funeral plan with Capitec, then on the 18th of October 2021 I lost my brother, then on the 26 of the same month, I went to the branch submitted all the required documents for a claim since my brother's death was ruled as UNNATURAL, police report and the postmoterm result we submitted. Then the lady that helped me said I will know after 4 hours or the nexy morning if my claim was successful or not, I waited then the next day afternoon I emailed funeral claims department to find out it it was successful or then the told me I must send them the postmoterm results which was already submitted at the Branch, but I sent them anyway. And the weren't communicating at all, everyday I would email them to get feedback but I would get the same message about the postmoterm, till today they haven't explained anything to me as to why the claim was declined If it was declined, now I feel really victimized as to how they are handling this whole claim process because other institutions have paid up. I'm really disappointed with Capitec I thought they were a trustworthy institution.