Unpaid funeral claim

I put through a valid claim with Capitec bank sent them all the documents they required and it’s nearly a week later and they still have not paid. They are now stating my claim is being assessed they require information from the informant. I’m claiming on my late aunt and her son told me Capitec called him asking if I’m family which means they breaching POPI and giving out my personal information and policy information. I’m taking this to the ombudsman next.