Funeral Costs - Alexander Forbes

My father worked for Frystark for many years (I know Frystark was taken over by another company). He passed away on the 9th of September 2020. Since then I have emailed Alexander Forbes NUMEROUS times with regards to the payment of the FUNERAL COVER as per their brochure which was given to my father. I emailed the brochure to them together with ALL the supporting documentation. In this brochure it says "Funeral Cover"- explaining what the fund administrators need. All documentation was certified and emailed to them as per their request. When I made another enquiry yesterday - I just received a short email "Please note the fund is not paying for the funeral cost". That's it - no explanation at all. This is unacceptable and unprofessional.