Am disappointed (fault advertising)

I submitted my claim on 19 March 2021 around 17:00 at Capitec Bank for my funeral policy with centriq insurance, on 20 March 2021 at 15:00 I received an sms confirming that they received my claim they will send it to 5 business working days for validation, since then there were no communication from them am the one who keeps calling them, then today I was told that I have to wait for another 14 working days validation, and they need to check if I have to get the money for the policy or am the right person to get the money , and it very sad cz I went to loan shark (mashonisa) to top up for my cousin funeral, and I've been paying all my premium without fail ever month