pay out

I have had the worst expierience with capitec funeral insurance, its been 9 days since passing of my father, capitec is giving me run arounds about paying my claim, the claim is approved but everytime you call them to n follow up on payment the always ask me for proof of account, i have sent it more then 5 times, everytime i call they want it, they would say the funeral department only works on emails, and they take 48 hours to respond to an email, what kind of buisness is this? I am very disapointed in capitec