Complain about delayed claim

We made a claim for my brother on the 12 July at capitec for my younger brother they told us that there will be a penalty that will be charged that was not a problem as my brother was in comma almost 4 months. We submitted every inquired documents but till now no feed back its almost 10 days.

Capitec is telling us they waiting for feedback from cetriq everyday we call no positive response.

My brother's policies were both over 24 months other one it's even over 4 years. Ever since cetriq said they making reviews . We family really need that funeral claim due to condition that we are in now. My brother is only got policy with capitec please help