Claim declined

Good day I made a claim for my passed on cousin brother on the 17th of December 2022 08:15 at Capitec corkwood branch. I submitted all the documents required, the following day I checked on my app the status for my claim it was written claim approved. Then Monday on the 19th of December 2022 the status changed to 5 days velidation now all of a sudden my status on the claim is claim declined due to no insurable interest. I went to branch they called head office they said they are still doing investigation on the relationship between me and the deceased. How is it possible that they are still investigation while they are still saying claim declined, what are they investigating but they declined the claim im lost. Because we still have to pay the funeral parlour as a family we are deeply hurt and capitec is not reliable at all im not happy as their client. There is no communication in between I have to check for myself what's the status through my app. No sms No calls from them. We are a big family please assist