Capitec funeral policy and Centriq have let me down soooo much and it hurts

I have submitted a claim with capitec in February 2021 for my 2month old who suddenly passed away and they are still debiting me for someone who's been gone for a year now. they keep on requesting one document after the other. From police report to the post mortem all I have submitted now they are requesting for histology and the officer handling my case has be transferred to a different region (just found out) . I sent an email to Centriq asking for help and clearity and they said they'll get back to me in 14days but no response from them even after asking for feedback. It's been a year and I just want to heal and let my child rest and figure out a way forward since capitec funeral doesn't want to pay but they are not helping at all. Today I have a newborn to look after but I'm unable to do that with so much stress. I am just sooooooo hurt and disappointed most especially they are still debiting funeral cover for someone who's been gone for a year and they taking me up and down