Unpaid claim

I have a funeral cover with capitec, 21 February I had a stillbirth unfortunately. On the 27th of February I went to capitec to submit my claim, I submitted all the documents required except for a clinic card instead I submitted a document from my Dr indicating that I was indeed his patient and that I was 37 weeks pregnant when I lost the baby because I was being seen by a Dr and not clinic sister I also explained that to the lady that was helping me. I was then told to wait 7 days for response. After more than 7 days I went to another branch for help and the response was that they need a clinic card I explained my story again and submitted my documents again after few weeks I went to the bank for response and was told to resend the claim documents again and redo it again. I am not happy because my policy was up to date and capitec deserted me in my time of need it is almost 4 months now and still no payout. I