How do you settle a claim, if the bank does not submit the settlement claim to the Executor?

We have 2 issues: 1. Capitec claim against the Estate: For almost a year, the Executor has been requesting the Claim against the Estate from Capitec, in order for a credit life policy to settle the Debt. Capitec is just not responding to our Requests. We have escalated the matter with the FISA representative, to obtain the Claim from Capitec, in order to submit it for payment. We were informed it has been forwarded to the relevant Department. What did Capitec do? They have still not submitted the claim for payment, but they handed over the account, demanding payment. 2. Providing feedback: The Executor is busy with a financial audit on debt provided by banks to the deceased. Capitec is not providing him with the copy of the contract, or any feedback that was requested, in order to finalize the Audit.