No funeral payout

It is with great sadness that during this time of a great loss we cannot morn because of Absa funeral claims department, refuses to pay my late father in laws claim. A man that had a policy from 2016, with Absa. He recently passed away from COVID and because he was 2 months in arrears the bank is refusing to pay out. He was collecting pension grant from the government and because of what was happening in the country he went behind because the payments from government were late. Before he passed he wrote a letter trying to get them to debit his account on a later date. However he didn’t manage to do it. His weight did not allow him to move around so he depended on family and friends to assist. But what is so sad we thought because it was only two months we could pay it and at least receive a payout for his burial costs. But the family was turned away with no remorse after having a policy for so long. I am totally disgusted that this is the treatment received. Just recently my husband took out a policy from Absa and I will ensure he cancel it. They have no morals nothing. This matter should of been dealt with in a different way and careful consideration should of been taken, taking all factors into consideration. We trust our banks to assist and after been a loyal customer they refusal for two months arrears is pathetic. What happened to assisting customers during this time of COVID, the unrest?? We need to do some introspection of the banks we choose to bank with. Two months arrears from delayed and late pension payments for a policy from 2016 and no payout leaves a family in distress.