FUNERAL COVER NOT PAYING OUT

I am Mthuthuzeli Vena, my grandmother, Olga Nombulelo Vena, passed on 30 October 2014 and was covered by my policy with AVBOB. On 5 November 2014 I submitted a claim to AVBOB King William's Town Branch . I had to wait for 48 hrs before the payment takes place. I called on the 10th November 2014 to the Head Office for claims in Pretoria I was answered by a lady called Marry who informed me that AVBOB has no policy number like the one I gave them I then asked her to use my ID number. She then told me that the date of birth and names are not the same and have to get affidavit from SAPS of which I did and faxed it to them on 11 November 2014. On 19 I called again and a lady called Louisa answered me and informed that she handed the claim to Marry who told me that AVBOB cannot payout because the lapsed in 2003. I try to explain to her that this policy is still deducting from my salary but she told me that there is nothing she could do. I then wrote a letter to AVBOB complaints and was informed that the policy is still active however I have to get a proof that Olga Vena is Nombulelo Vena and they won't accept affidavit. I do not know what to do because the name Olga is not in her ID.