Funeral claim declined by capitec

I went to claim at Capitec bank for the late Lutho Bonani who is one of my dependants at Capiitec bank.I gave them all the required documents and I was told all the documents are in order.On the very same day I was called by them saying the BI form and death certificate are not clear,I e.mailed the clear ones.I called them after 2 days asking about the state of the claim as we were close to the funeral day then I was told that the police stamp on police report is not clear I went to get the clear stamp at Mannenberg police station and resent the police report.On 13February I received a call from Capitec bank saying my claim was declined because I'm not related to the deceased Lutho Bonani.I told the guy who called me that the deceased is my late sisters daughter's son and dependant on me howcam I not related.I had to borrow money to pay the parlour because the funeral was on 15 February.On 17February I went to Gugulethu mall branch explained my situation they advise me to to call the call centre.I then called capitec cal centre and the lady assisted me on the call said I shouldn't have joined the policy for him because his mother is still alive she's the one who has the rights to join for him not me.I told the consultant that when I went to open the policy for him in February 2024 the consultant who assisted me asked how are we related and I told her that he's my late sisters daughter's son,she never said what you're telling me now she opened the claim for him and Capitc bank has been deducting his premiums every month since February 2024 .