Wrong person removed from my funeral cover and I am expected to still pay for the deceased

I have a funeral policy with Capitec. One of my family member’s passed away 05 November 2024. I then submitted the claim on email as that’s how they requested me to log the claim. To my surprise 2 days after when I checked on the app they removed the wrong person on the policy and the deceased is still reflecting till this day. I have queried this a lot on phone call and on email with no help at all. I still haven’t received any feedback regarding the funeral claim logged. My biggest problem is the wrongful person was removed which obviously impacts the 6 months waiting period. If this person dies I will be told the person is not covered. I’m also still expected to pay for the deceased when I ask if I will get my refund I’m told they they can’t make any promises. It’s been over 3 weeks and everytime I ask for feedback I’m told it’s been escalated. My frustration is my family member who has been removed. Will I have to start the 6 months waiting period again even though it’s Capitec who was negligent and removed the wrong person even though documents with full details of the deceased was submitted.

I have not been getting ANY assistance for the past few weeks despite my endless phone calls and emails. Even when I go to the branch I get the same answers. No help at all.