Pathetic service

I opened a funeral cover for my father in February 2023, i only realised recently that his date of birth was captured incorrect on their system, i went to the branch to correct it, the consultant told me that they can not do any changes on the date of birth, what they’re going to do they will delete the policy and add a new one, meaning there will be a new waiting period on the new date of birth, but should anything happens to him before the waiting period, they will waive the waiting period , my father passed away on the 5th of February and i went to the branch, i was told to submit everything and affidavit which i did, i was told that i will receive an SMS which i never did, i have been calling Capitec many times and the consultant told me i need to submit a waiver document that i will get at the branch, my question is, why was I told at the branch, and why other consultants didn’t inform me when i called, like no communication was done with me regards to the claim, no SMS no Email, the only people that called were asking if we gonna need help with transportation of the deceased…. I don’t know how they expect us to plan for a funeral with no money paid . Your service is pathetic