Bad claim service

I logged in a funeral claim in 2023 and got the R50.0000 funeral cover,I waited for the postmortem as the death said it was un natural..Last year October i got the postmortem which said my husband died due to carbon monoxide poisoning and I submitted it in October. I waited since then till now,every-time I was doing a follow up I was told that it was finalized in Feb. I waited and kept on sending emails and calling till one guy from Adderley street in Cape town by the name Langa I would say he is the one that assisted me with my query,He made calls and that when I found out that my email was no verified and that they were still waiting for the PM which was submitted in Bellville branch last year October.Apparently when they were changing the underwriter that where they lost the pm which Langa assist me to re send it. After every week of going to the branch for feed back for the past 2 months I'm now told that the claim was declined because on their policy its not accident.Now my question is,3 people died in same day due to carbon monoxide poising was that natural or suicide and it was declined as an accident.

I need assistance and I'm not letting this go