Capitec Funeral Claims a ****

My sister have a funeral policy with Capitec, but never updated the beneficiary on the policy, as her son passed 2023. Now she passed and in order to have the policy to pay out for the funeral, we as the family had to take our personal savings (intended for a deposit on a house), to have her laid to rest. To date Capitec Insurance refuses to pay out the policy and even refuses to bide by the Master of the High Courts letter requesting a statement of account for her estate. This is an unacceptable situation as this was intended to cover her funeral but can't be claimed. How are families supposed to have ease of mind in the event of a death, but then when it comes to claims, Capitec refuses to oblige and honor the policy paid for. It is next to impossible to speak to anyone and the ones spoken to is just as bad as they are all talk and no action.