Wrong information provided about payout

Good day

I feel that Avbob is very unfair. My uncle passed away on Thursday, 7 Oct 2021 and now they don't want to pay out. My aunt went to the branch in Kuils River, Cape Town, South Africa. She spoke to lady at the branch because she had to pay for the month of September. The lady told her that she does not have to worry because if they Avbob pays out they will just deduct the premier from the payout. With my uncle being very sick, my aunt was constantly in the hospital. We then went to the branch in Bellville, Cape Town, South Africa, this is where they informed us that they will not make a payout. We were depending on the money to pay for the funeral.

Can a exception be made in this case please?

Kindest Regards, Natasha Delport ***