My mother was treated unfairly by 1Life funeral. They failed to pay out her claim

My mother has a policy with 1Life insurance for over 5 years now- a funeral cover. When she claimed for her uncle who died of a natural cause beginning of February month... she waited 24 hours and was told An investigation would be conducted for 14 days... All the while he is being buried in the Eastern Cape - she couldn't afford to travel because her claim was held by 1Life - these funds would help her travel to EC and contribute to the funeral of her family- (she resides in the Western Cape) and she had to borrow R3000 from her employer to help her aunt with the funeral arrangements in faith knowing her policy would pay up. After 14 days she was told of a 28 days to wait - as a "further investigation is being done". She sent them an email of complaint and an apology email was sent back to her and a promise of receiving response on the 28th February. On the 28th February she was contacted and told she would not receive her payout because according to their investigation they are not related (she and her deceased uncle) I find this heart breaking and abusive towards my mother- shes very soft spoken - apparently there were people who went to Eastern Cape - asking if they know her , the family in particular don't know her marriage surname they could not attend her wedding 34 years ago, they are poor ... But they do know her ****en surname -Which the people did not ask about it- we assume these were 1life people of which it is horrific to say the least. How can they collect money for years and not pay out their honest customer? This is not fair at all and if anything can be done about this reporting this company then it would be good.