Refusal of payment and misleading customer

Good day, I have submitted a claim Unathi Otola my late brother in law yesterday in Kokwood Mall and there was feedback showing received documents.

He passed away on 3rd February and on the 12th I submitted documents. When I check on the app under claim the policy shows completed on the 10th February but his name is still there.

I need to know why the lies and misleading customers and I have save the information as proof, while paying the policy that is still active thinking I will get pay out.

Why there has been up and downs when it has to be payment needs to be done cause I've been paying this policy. With other insurance companies you can have 2 or 3 policies same company and there's no hustle as long premiums were paid monthly.

I'm looking forward to hear the valid reasons for not making a pay out of my claim.

Kind regards Fundile Mapongwana