Bad service Capitec insurance

I put a claim on the 19/07/2022 for my family member up until now still saying 5 days validation. My aunt was called for the validation and the police but they still haven't paid. I'm so disappointed with capitec insurance and I'm afraid I had to leave them as all my family is covered by them. I have never been so stressful in my life. Now I'm hearing rumours that they have a limit when claiming but they don't say when you open an insurance with them.