Absa Life denying an active ABSA FLEXI FUNERAL PLAN for my mother

On the 31 May I lost my 68yr old Mother who had a 17yr old funeral plan with Absa. Joined 2005. I contacted Absa on the 2nd June and I was sent am email on how to claim. On 3rd, upon getting the death certificate I emailed my claim. Absa did not respond. On the 7th June, I contacted Absa enquiring about the lack of feedback and/or payment of my claim. A consultant told me that they did receive the claim but it had been unpaid as it was declined. I was gobsmacked to hear this, few days before my mother's funeral. They didn't even have the decency to respond to me, formsally, as to why my mother's claim is unsuccessful. When I asked about the reason, the guy told me that my mother did not have a funeral policy with Absa. It is her Flexi Account that had her eligible for a Funeral Benefit. However, that benefit isn't automatic as a customer at the time of death needs to have at least R50 to have the 'benefit' of R15,000. A cold hearted person not giving a damn about a grieving person who has lost her mother. I did not argue with him or with Absa, I let it be. On the 20th June I got an SMS from Absa on my mum's number and she was told that she could pay double premiums end of July to keep the FUNERAL POLICY up to date. 1. Yes, no payment was made end June cause my mother is no one. You were informed! 2. Why is the SMS referring to "what my mother had with Absa" as a FUNERAL POLICY? The consultant said it was a benefit. On top of it all, 23 July 2022, I am finding my mother's ABSA FLEXI FUNERAL PLAN one she joined at 51yrs. I downloaded my mother's bank statements and I see that Absa Life was still debiting at 1st June as well. After receiving a claim that my mother had died. Obviously, there is a FUNERAL PLAN for my mum with Absa. But why are they denying? Why would they put me under so my pressure whereas my mother had a FUNERAL PLAN with them? I'm truly disappointed. Totally.