Repudiated funeral claim

I made a funeral claim for my late grandson on the 15 March 2024. Capitec made an investigation for almost a month and after several follow-ups without any tangible results, they sent me a letter saying that the claim is repudiated due to description of extended family as per the contract. I don't understand how I am not related to my grandson as I have buried his mother using the same Capitec funeral policy, which they paid out without any problems or is it because this was an accident? They didn't pay all the family members that claimed, stating the same reason.