Funeral claim rejected

Funeral Claim rejected- i wrote my first review with Capitec and they responded and promised to give me feedback in 24 hours. They phoned me and explained that they are attending the matter and will give me feedback in 24 hrs. Hours passed I panicked and phoned them again and they consultant who assisted me said that my claim was rejected and I asked for the reasons and was told that a family member said that I am not related to the deceased How I asked and the lady told me that she does not normally deal with funeral claims and she will ask the assigned person to call me and send me the rejection letter

Up to this day I have not received any communication from them. My question is are they only using one verification for funeral claims.Do they consider family feuds at all?did they consider tracing my previous claims that were paid successfully. I claimed for the deceased mother and the claim was paid. I also claimed for the deceased grandfather and it was successful.NOW ALL OF THE SUDDEN I AM NOT RELATED TO THE DECEASED? I HAVE OTHER POLICIES WITH CAPITEC AND I AM NOT SURE WHETHER TO CONTINUE WITH THEM OR NOT SEEING THAT THEY ARE NOT GIVING ME PROPER FEEDBACK with this one? I AM NOT GOING TO LET THIS GO UNTIL I GET A DETAILED EXPLANATION AS TO WHAT IS THE REASON FOR THE DECLINE! I AM NOT HAPPY AT ALL WITH THEIR SERVICE AND I WONT REST UNTIL I GET ALL THE ANSWERS DUE TO ME

Regards Cwayita ***