Capitec Refuse to pay Repatriation benefit

Claim was made and paid, my uncle was never told about the transportation benefit that is included in the premiums paid for funeral, policy documents indicates that a consultant should ask the client about the availability of this benefit and ask if he would like to use it, should the client indicates that he wants the benefit their service provider must contact the client and arrange, NON OF THIS HAPPENED up un till my uncle paid himself for the transportation leading him to more debt, there is proof of payment just refund the old men please