Funeral cover unpaid

Have been paying funeral cover at this company for about a year or more and when there was passing in my family they refuse to pay, instead they keep on saying they are investigating. I have gone to their branch in Gardner street durban central andbthe on in commercial, trying to find out what the hold up is but every time they tell me theres nothing they can do as they are a branch and everything gets proccess in Capetown. Spoke to a certain Mbhele in Gardner street he told me to wait they will get back to me. Thisbwasbon the 24/01/2024 that i went to the branch.... He told mebthat they will get back to me and its been three weeks and no one has said anything. I keep on calling and going to them and all they say is they have no clue whats going on. Who do i have to speak to for service cause no one seems to want to assist. The lady that helped me join the policy Thandeka Buthelezi has said shes justva middle man and she cant assist, so who can assist. Call Capetown head offive and they say they will lay a complaint and call me.