CAPITEC POLICY IS A ****

I have an insurance with Capitec since 2022 in it I have insured my sister who passed on the 13th of this month. I went to claim at the branch on the 17th but to this date I haven't been paid. I went to their branch for feedback several times but it's not helping. I was told that they are now changing system to from centriq to Capitec and unfortunately the system picked up a lapsed policy hence my claim was declined. Mind you on that lapsed policy my late sister wasn't insured so I don't know how that happened. I'm tired of going to their branch and now I owe people money because I had to borrow in order to do the funeral service for my sister.