Balance Protection Insurance Spouse claim

Good day

I have a funeral policy with Woolworths financial services were I covered my spouse for R 20 000.00 unfortunately on the 7 July he passed away , because of this pandemic I struggled to get all required documents so that is can submit my claim , then on the 21 July 2020 all required documents were submitted at Woolworths South-gate turnaround time given was 10 working days, follow up was done on the 4 August still with the South-gate branch where I spoke to the manager he called Cape Town office were they confirmed to receiving my claim they promised to escalate however when I did another follow up on the 12 August 2020 I was told they are unable to release the money due my outstanding bank statement which I then submitted on the 21 August turnaround time that was given was 5 working days . This morning I called *** to follow up to my surprise I was told that there is no claim submitted under my ID number nor there is any reference number given.

Please help me as I’m in need of your help Regards, Mrs. NE Maduna