No payout for death claim

I'm writing on behalf of my aunt, premiums have been debited on her account every month, recently a family member passed which she insured under 1life funeral cover. No payout was made instead she was given stories.

She went to their head office and was promised that the issue will be investigated, till today no response from 1life but premiums continue to be debited.

Because you are failing to pay her for the funeral cover, refund her all her premiums and leave her in peace. Her name is Elisa Miyelani Manganye alternatively contact me on the email she gave you