Life Insurance with Capitec

My mother recently passed away. Her policy had lapsed with Capitec and she was on a waiting period on my policy. In order to get a payout on my policy, I needed a cancellation letter and the policy schedule from Capitec. I was the beneficiary on her policy. Tell me why when I email Capitec they tell me that I am third party they cannot give me the information when I go to the bank, they are telling me that the consultants are the third party and they cannot give it them. They are giving me the runaround.