Unpaid claim

I'm so disappointed at this centriq insurance, I took an funeral cover via capitec. I made a claim on the 1st of the month but haven't received any payment, they are demanding me to send a form completed by a doctor while my loved one died at home and thw headman has signed the document. As much as Cofimvaba branch is trying to assist me which I know it's not their fault because it got into their hands while it has already messed up and I did not submit the documents via them , I'm still haven't been assisted. After this expirience I'm not willing to continue with my other policies. Despite the email, phone calls and following up they still do not care. Cofimvaba branch are the only people that trying to resolve this but it looks like whatever they are trying to do or say goes to *********** people.