Funeral Policy despite

I would like to dispute a policy claim from Capitec Bank (funeral cover). My uncle passed away in February 2026 and had a funeral cover at capitec bank. The policy started in 2024. We submitted a claim and after 5 days we did a follow-up seeing the policy was not yet paid out. Upon our enquiry we were told that my uncle missed out on 3, payments (November 2024, January 2025, March 2025) and therefore the policy lapsed. Now my issue is my uncle had a debit order scheduled and he was getting old age SASSA grant, Capitec Bank deducted monthly installments via debit order. According to capitec they can not payout the policy due to 3 missed payments (November 2024, January 2025, Mach 2025) but they received others payments, even last month the policy was paid. Please assist with this issue as I find it very strange that bank cannot payment out claiming they did not receive 3 payments but have received other payments from 2024. My question is why continue with the debit order funeral policy knowing the policy lasped. Meaning the bank was taking money knowing they will not cover the client. Can Captice Bank please provide me with answers.

Kind regards, Bongani Nduvane