No claim paid for funeral cover

I am writing to formally lodge a complaint against Capitec Funeral Cover regarding the unacceptable delays and poor service i have experienced with my claim. I initially logged my claim at Germiston branch on 24 january 2025.at the time i was informed that i would recieve an SMS notification,after which my claim would be processed. However i never recieved the promised SMS. Subsequently, i had to initiate the claim process again via watsapp. I was asked to submit certain documents, which i promptly sent. Despite complying with all their requirements,my claim status has been stuck under "investigation by the specialist team" for an extended period without any progress. I have been calling their offices hourly ,yet all i am told is that the matter will be escalated.despite these reassurances, no action has been taken ,leaving me frustrated and disappointed. To make matter worse i was instructed to go to home affairs to obtain a confirmation letter regarding a death certificate.the funeral is scheduled for this thursday ,and the mortuary is demanding payment for holding the deceased. This delay is causing undue emotional and financial stress for my family during an already difficult time. It is deeply disheartening that while customers are expected to pay premiums promptly,Capitec seems to prioritize investigations when it's their turn to fulfill their obligations. This experience has made me regret ever signing up for Capitec Funeral Cover,and i strongly advise others to reconsider choosing this service. I demand that this matter be resolved urgently and that the claim be processed without further delay. I also request an explanation for the poor service and lack of communication throughout this process.