Worst service during our time of need

My husbands grandmother passed away last week, We submitted a claim for his policy of which he is paying over R700 monthly. He still hasn't received the money or any feedback from either Centriq or Capitec bank. The funeral was on Saturday 09/05/2020 and other arrangements had to be made in order to bury our grandmother who was 1000km away from us. To this day, no communication has been sent to my husband regarding this claim.