ABSA Life Insurance - "hidden clauses to repudiate claims"

My father passed away and when I went to inform the bank, I was informed that on his account there was a life cover of R15,000. The bank staff member assisted in completing the forms and submitted them as well. After a while of hearing nothing, I followed up at the branch and the staff member said she would follow up. I was contacted by ABSA insurance and was informed that the claim was declined as the was not a minimum of 3 transactions on the account in the month if death. Its very strange that the bank official that assisted me did not know this and/or check this when submitting the claim, effectively wasting everyones time. I was never provided with a copy of the policy where this "pre-requisite" is stated, but just verbally informed by ABSA. My father was hospitalised and extremely frail, so for him to have utilised the account for 3 transactions in the month of his passing was a really high expectation. Anyway - thanks for nothing ABSA. Maybe inform your frontline staff of your sneaky clauses to get out of paying claims before they proceed to waste everyones time.