Unhappy client

Having a funeral policy with capitec and these guys are a nightmare sent through all documents and previous insurers details so they could call and confirm the waiver documents till now no feedback from them. I put a claim in August they went through the documents and said it was a burial society policy that I had previously and they cannot waiver the waiting period I assured them it was not as my previous insurers were no longer part of a burial society at the time but a registered FSP they sent me an email saying in order to waiver the waiting period they require the previous policy insurers FSP number which was provided then they said they don't have the waiver documents which where sent again and they stopped responding to emails. I am very disappointed and unhappy with this they don't even have the decency to call and update me yet we as a mourning family are dealing with a death and the deceased has a 4 year old that she left behind where is the compassion for thier clients it's Terrible service had I known I would have never canceled the other policy and trusted them. No matter how many times you call or email they don't care to even sit down on the line with you and take you through the process and explain or even verify with the documents on hand not like when we claim we claiming for millions it's a small amount just to help with funeral costs especially for the poorer people that live month to month trying to get by. We take these policies not for financial gain but for giving our loved ones a respectful send of and for piece of mind.