Unpaid policy claim

My mother has an Avbob policy, she went to claim after my grandmother passed on. She was told she's owing R862 which she doesn't understand what it's for as she has never missed payment. When she went to Avbob offices to follow up on her pay out, she was told all her pay out was used to pay for coffin, this was not an agreement between her and Avbob. She didn't authorize the coffin payment with her pay out. Does Ombudsman even allow this?. She was told to go get a bank statement which proves money wasn't paid into her account, which she did and hasn't heard from Avbob since.

My grandmother was buried on 3rd of July 2020, over a month later she hasn't received her pay out.