Funeral claim grief

I have never been so frustrated in my time of loss. I have a funeral cover with capitec and had my elder brother also covered. Unfortunately he passed away from assault wounds (******). This ultimately means his death was unnatural.

I have submitted documents with capitec last week and this week but no feedback was given to me. This claim has been pending for 3 days all to be told today that it will take another 5 working days as they now need to "verify" everything. This is despite providing ALL documents including a valid police report.

These ******* are trying to avoid paying out- which in this case should be a double pay. There is no direct line to the call center- everything is done via email. We are planning a funeral with zero funds which means we now need to take out loans.. this is so inhuman and disgusting...