Bad service and communication

I went to claim for my nephew's funeral on the 14th January. All my documents were in order but absa did not pay me. They state that the deceased was no longer a child as he was covered under child. I have never received any communication from absa regarding the updating of the details of the insured. It was realy a difficult time for me. I had to make a plan to get the money I expected from absa. Absa life cannot expect clients to know such things if they don't inform us that changes need to be done on policies.