Death Claim Rejected on no grounds

Absa bank has a FREE death benefit that comes with it's cheque account packages. On the old platinum account package it is R 20 000. My partner passed away in October. I submitted a claim to Absa Life on the 16th of October. I never heard anything from Absa life. I phoned them in November to hear that the claim was rejected because there was no credit life. We informed them that it is not a credit life claim but a death benefit claim on the cheque account and resubmitted the claim. I haven't heard anything from them again. Today I phone and they tell me the claim was declined because there was no credit life! OMG. Can you get it through your head Absa that this is not a credit life claim. It is a free benefit that YOU promote to sell your cheque account as a package. I am just about ready to take this to the ombudsman! Sort out this **** now!