Unpaid natural death funeral claim of my cousin

I'm so ****ed off with Capitec Bank as I submitted a funeral claim for my cousin on 24 April 2025up until now the claim hasn't been paid. It is worse they called my uncle the next day asking if He knew me and He confirmed that our fathers and my late cousin are brothers but after that no message nothing. A week went by I called and even went to the branch still no claim was paid. The branch manager also called the claim department all they could say the claim had escalated. We had to postpone the funeral due to the fact I had no money to contribute as a person who was supposed to buy food and a tombstone for the funeral. Again I called the Capitec call center numerous times asking about the claim I got an agent called Violet and she also did not understand what was happening as she could see I had been calling and going to the branch with no answer then she made an email to the claim department as I was still confused because there was still no message nothing still now they did not reply to that email instead they sent me a message a day after saying the claim is under assessment when I asked why is there a document outstanding that I did not submit the answer was no all they could say it is under assessment. Capitec should stop saying we should open the funeral cover and put in our family members because they are frustrating us more because when we claim it is another story whilst on the contract they are saying the claim will be paid after 24 to 48 hours. Now I'm left with debts because I had to go and make a loan for the funeral