Funeral cover claim

I took out a funeral policy with Capitec bank, I was told that if I cancelled my policy at Old Mutual there won't be any hustles at claim stage should any of my members die before the 6 months waiting period. My Father passed on the 16th of July which is the 6th month, I made a funeral claim on the 21st of July, all documents have been submitted but they are still sending sms's asking me to submit policy cancellation letter and a policy schedule from Old mutual, which is already with them. No one from claims department has phoned me, they don't have a direct line to their claims department. I've had to contact Centric their underwriters for assistance. Capitec is ******** people, making them cancel their policies.