I opened a funeral cover with capitec and one of the people I covered passed away last year and I haven't received my claim even today, I have visited my nearest capitec branch but they cannot assist me,instead they keep sending me back and forth

I opened a funeral cover with capitec and one of the people I covered passed away last year and I haven't received my claim even today, I have visited my nearest capitec branch but they cannot assist me,instead they keep sending me back and forth. It is frustrating