Worst worst service ever!!!!!!

Capitec Funeral claims department is the worst ever department to deal with. I put in a claim on 6 March hoping to bury my brother on 9 March 2019. To date my claim hasn't been paid. I had to use my credit card and borrow money so that I could put my brother to rest as planned. My brother died of natural causes in hospital all required documents have been sent but this useless claims department have not done what has been promised when taking out the insurance policy that they will pay within 4 hours once all documents have been received. All I'm told is they still assessing my claim and can take up to 7 working days. What are they assessing? You can't even ask them that question as they don't have a direct line to their claims department. The email address provided to follow-up on claims is useless as these people don't answer. I've sent them an email to date I have not received any response. It seems as Capitec running an underhand insurance business and they are trying to find any way not to pay their clients.