Taken for a ride by One Life

I had a funeral policy with One Life , policy number ***, for R50 000. My sister passed away on the 03/06/2022 and submitted my claim forms on the 08/06/2022, called the Call Centre to confirm if the received it and the confirmed that they did received it and everything was in order. I was told to wait for 24 hrs for the payment, I waited nothing has happened. I kept calling them to no avail. Five days later I managed to speak to one of the agents I was told that I was behind with my payment of May 2021. I withdrew a bank statement from my Capitec account where the deductions were going off. The proof of deduction was sent to them I never received any feedback and the payment was never made. 12 months down the line am still struggling with One Life to an extent I referred the matter to the Short Term Insurance Ombudsman. What I was asking them if they are not willing to pay the insured amount, let them refund my monthly premiums of R1428.52 from September 2020.