Declined policy claim. Broken hearted client

I'm Malefu Mo***eng .I'm writing this with a very heavy heart. My niece passed on on the 7th January 2025 due to drowning accident. I than went to claim at Capitec bank as I had a policy with them. To my surprise after several attempts the claim was declined. What I don't understand is that the first consultant told me that the claim was approved and finalized. When I tried after I saw that the claim has not been paid, I tried again and was told that was not successful as they had they had no acc number to pay the claim to, mind you I have an account with them. I tried again and was told the child was not an extended family and failed to understand what an extended family member means to them and lastly I was told our surnames were not the same. Cutting matters short I had to borrow money to conduct as I'm the only bread winner. I'm left with debts which I cannot afford to pay. I'm heartbroken because we pay policies to assist us during these trying times like these. When I first took the policy I wasn't told of anything that could affect the policy from being payed. I still feel that they need to pay for what they did. I've been battling with depression because of the debts they put me in.