Pathetic Service from Capitec Funeral Cover

I'm lodging a complaint with Capitec Funeral Cover for not paying the claim of which my wife has been paying for years without missing a payment. Her sister passed away on Saturday & she went to the branch to claim on Monday. She was told they will process the claim within 48 hours, it's now Wednesday no money has been received. She went back to the branch since 48 hours has elapsed only to be told that the claim was rejected, no call, no email to communicate why the claim was rejected. She is told that they will escalate the matter & they will get back to her on the reason why the claim is rejected. The deceased was covered by 3 to 4 members of the family through Capitec, only 1 claim has been paid. The funeral is on Saturday, they are telling us that they will escalate the matter & the time is running out since we need money to arrange for Saturday. We are going to cancel all our funeral policies with Capitec, their service is pathetic.