Policy benefits paid without documents

We lost our child on 11 January and to date battle to get payment on the policy which is supposed to assit to cover the cost of the funeral. Case ***5 has reference. We are told that payment has already been made, how is that possible if the documents have not been shared with anyone. At the same time Capitey says they e not able to say to whom was the payment made to. How did this person submit a claim, if the documentation is held by me. Response from Capitec; *Lenah* Following completion of our assessment of this claim and after careful consideration, we regret to advise that your claim has been declined due to the following reasons: The Long-Term Insurance Act that regulates our business sets out the maximum amounts that can be paid by an insurer on the death of a minor if the minor is between the ages of 0 and 6 years old. We can by law only pay R20000 in total across all policies on which the minor was a life assured. Funeral benefit amounts of R20000 were already paid on another policy/policies. Please note that a refund of full premiums paid for the cover of the deceased will be deposited into your account. Hence registered as still born. The question is other policies has the R20 000 been paid to and how without supporting documents.