I've opened policy's with capitec since June 2022 and still waiting for my money can u please help me to get my money

Good day my name is Madenia Goddard I've opened policy's with capitec bank since June 2022 my twin brother passed away on the 30th of November 2024 and I've submitted all my documents for the policy claim on the 6th of December and I still didn't receive my money they keep on sending sms to resent the papers I've resend the papers 3 times now they sending me again a sms to say they gonna call me on the 16th of January 2025 I did put myself in dept to burry my brother trusting capitec to open policy's with them but I'm still waiting can u pleas help me to get my money