Run around for accidental funeral payout

Never have I ever been so disappointed with a company. I took out funeral cover on 25 June 2025 where I covered myself and my grandfather. My granddad tragically passed away on 22 December due to a head injury and when I submitted a claim on 31 December, I got an email that my Claim was in assessment stage. I then followed up on 2nd January and was told that I need to submit a postmortem report because my grandpa had not finished the 6 months waiting period and if I were to be given the funeral cover amount, I must submit a waiver document stating when I cancelled any other policy to join the Capitec funeral plan. I told the lady who was assisting me that I never had another policy apart from this one and she said she would note that for the assessor's attention. I called the undertaker my family used to request the postmortem report and was told that the report would take 1 to 3 months for me to obtain it. My question is; isn't accidental death covered immediately and why am I being given a run around as my grandpa's 6 months was ending in 3 days time when he died and furthermore, my premium was tracked from the 19th December so I asked the lady who took my call that in the event that funds were available on 19th December for my premium to go off would I still be sent from pillar to post and she said yes I would. I couldn't go and bury my grandad yesterday because of lack of money, with everything I am going through I have been on the phone with Capitec daily and they are sticking to their story which I feel I'm being failed. A lot of people warned me against taking this policy as Capitec always finds a reason not to payout. I'm really hurt and disappointed with this.