Unpaid funeral claims

I have a funeral policy with Capitec and in that policy I had included my uncle who recently passed away 3 weeks back. Then I went to Capitec to submit my claim with a hand written death certificate (from home affairs because my uncle had no ID or birth certificate he refused to take one when he was young due to being involved in ******** activities) , affidavit from the police stating that he was a South African citizen just refused to get a birth certificate, letter from the burial society and from the hospital. After submitting I got no response or an acknowledgement of the claim. After a week I enquired was told they don’t how long it will take …second week I kept enquiring then I was told to go to home affairs to get a letter stating why they issued out a hand written death certificate, when I went to home affairs they said they don’t issue such letters I can only get an affidavit from the police which I did but Capitec still insists that I get a letter they are not getting the fact that home affairs doesn’t issue such letters. They even debited my cash during these 3 weeks which means it’s easy for them to debit but not pay out. Now they are quiet. When I call they tell me that the funeral claims people can only respond via emails not calls imagine