Bad bad service

Good day, Last week Monday, 9th of March my father in law past away. I took out funeral cover for him at Capitec. I phoned Capitec on the 10th March 2020 to find out what documents I needed to submit for a claim. The consultant I spoke to said I only needed, my ID, My father inlaws ID and the death Certificate. I needed to submit these documents at the nearest Branch. Which I did on the 11th as I only got the death certificate on the 11th. On the 12th March 2020 a lady by the name of Phumeza Marman emailed me and said I needed to submit the following: BI - 1663 page 1 of 3 BI - 1663 page 2 of 3 BI - 1663 page 2 of 3 Police Report (fully completed) Policy contract. which I did that same afternoon. On the 13th of March 2020 a consultant contacted me at 10:15 am just to notify me that they have received all the documents. Ever since that call, no contact has been made to keep me up to date with what was happening. My father in law was buried on Saturday, we had to take out a loan to do this. An extra instalment that we have to pay every month. I have never skipped a month on my premiums and still wanted to add two more people, but with the service I received from my first claim ever, I don't think so. By the way my father in law is still on my policy, even though he has passed on already? 16 March 2020 - phoned *** at 8:30 am the consultant just said there was an error on my claim. 16 March 2020 - phoned at 03:12 pm spoke to Emily, she told me the same thing and that the last update was on the 14th March 2020. 17 March 2020 - phoned at 09:19 am and spoke to Faith, she said that the message displaying on my claim states that the the claim was sent to accessors 03:50 pm on the 16 March 2020. 18 March 2020 - phoned at 9:42 am and spoke to Ash. He said on my claim theres a message that read "Pending feedback from insurer". I must wait and that he doesn't know how long its going to take. When I go on my Capitec app my father inlaw in still active on my policy and the status of my claim is "Claim being approved". its been like that for the 6 days?

this is really emotionally draining for my family and me. I don't think Capitec nor Centriq Insurance has any idea what they put people through. I have read a lot of negative reviews about the way you handle claims. I will be cancelling my funeral policy with Capitec as soon as this matter is resolved.

Regards Viona Hammond