Unfair treatment by Centriq life

I lost my son on the 1 December 2020.I lodge my claim through capitec to Centriq.until today I didn't not received the pay out and no communication they only send me a SMS saying they want post moterm of which wasn't stated on the agreement contract .I went to police station the detective in charge of the case offered to help with further investigation if required as postmoterms takes 2-3 months depending to how many death in the western cape.But this is now my panishment from Centriq or escape route coz when I went back to capitec the lady who assisted me said Centriq doesn't want to talk to me she said Centriq only communicate with staff only I felt unfairly treated and humiliated with so called my funeral policy .I can't go outside people want their monies as I lend money to bury my son and used the only cent we have we had an awful Christmas no food no clothes and I never missed any premiums .Please help me claim number ***3