Death Claim not paid, unfair customer treatment

I took out a funeral plan with Capitec few months ago, which the premiums were collected, Lukhanyo Vazi sadly got shot on the 30 June 2023, I submitted a claim with capitec for unnatural death as an uncle, Lukhanyo Vazi stepmother who is married in community of property with Lukhanyos late father is my biological sister, I submitted a claim was investigated and the relationship was confirmed by her mother that I stand full right by law as Lukhanyos Uncle. I then received a decline claim letter that I do not bear any relationship with Lukhanyo, how I do not know, it was not explained neither discussed with me, yet not even stipulated in their terms n condition such relationships are disregarded. I had a horrible experience with Capitec bank who I feel they do not want to pay the claim which is legible. I'm treated unfairly by Capitec bank.