Unacceptable claim process

I submitted a funeral claim for my late dad on Monday night online. On Tuesday I received an email from *** requesting that I submit the cancelation letter from Sanlam and I also sent prrof that my dad was insured. When I took the policy at Capitec branch in Southgate I was advised that waiver / waiting period will be waivered and the won't be a waiting period if I can submit the cancelation letter. When I checked the claim on the it said the claim was declined because of waiting period, I then called their call centre only to be advised that I shouldn't worry about the App because the claim has been sent for assessment. The claim has not been approved no feedback and today when I called I spoke to a team leader by the name of Zenzele who promised to call me back in 20 and he never did. I'm burying my on Saturday without contributing to his funeral, what kind of a son I am to my family ❓❓