Unfairly treated with the funeral policy

The whole of my family is banking with Capitec, my sister died on the 29 may 2020 and had a funeral policy with capitec which was signed for on the 30 November 2019. All required documents were submitted and they comfirmed to her son the policy will pay out in 48 hours and there was nothing in 7days until we followed up.Capitec said they can't pay out because my sister died a day before six months was completed. Why the hell then did they make us go up and down with the paper work during Covit 19 and is it fair for them to decline due to only one day?