Terrible service and insensitive attitude by Centriq insurance

I submitted a claim on the 22.06.2022 following the death of family member. I went to the East Rand Mall branch and submitted the claim in person. The consultant told me to expect the payment after four hours. I went home and continued with the funeral arrangements. The following morning I had received no payment still. I later received an SMS from Capitec tell me that my claim requires further assessment and it will take eight days to finalize. Mind you I have to arrange a funeral and now Capitec tells me about eight days that I must wait. I find it very unprofessional and insensitive of Capitec to do that and worst communicate via SMS. I tried to call them on *** and a lady by the name of Zandi told me that there is nothing she can do to assist. She asked me to call complaints department on *** which I did. They told I called the wrong department and transferred me to someone else. The person I was transferred to asked me to call *** for assistance. I called the number and it was playing automated adverts and I held for close to five minutes without any assistance. This was a horrible service by Capitec and I am still stuck here with no answers or way-forward. I contacted them via Twitter and they simply told me that I must wait for the 30.06.2022 they will call me. They clearly don't care about the fact that I lost a loved one and need to arrange for a funeral.