Sooooooooo disappointing and unfair

Capitec bank has been my trust bank since 2014.i was happy with the bank but that's until last month. I lost my 2month old boy last month and I've been trying to claim for almost a month with no success. First they asked for documentation and you send it, after that it's another documentation after the other. Now it's forensic report which I'm unable to get. We are told that unnatural death is covered immediately but when it's time to claim they demand 1 document after the other instead of demanding all the documents at once. They are quite to deduct our account but take forever in helping us. Being dissatisfied is just understatement at this point. I'm just done with capitec at this point. A month later I'm still trying to get my claim resolved and they've deducted last month already and still going to deduct against this month... How's that even possible?