Unprofessionalism received on a denied claim

I am writing this complaint on behalf of a family member Lucille Maarman. She joined Clientele Life with the belief that when day of death comes her way, she and her family will be covered as you promise in all your adverti*****ts. No where in your adverti*****ts do you promise to state multiple times during calls that the claim will be paid out and a day before the funeral the family has to phone you to enquire on the pay out which has not been received, and then you inform them that no the claim has been denied. No where in all your adverti*****ts full of promises do you stipulate that you are officers of the law who can find someone guilty on an alledged crime that a court of law has not made judgement on. What's more surprising is the fact that no compassion was shown to the bereaved family when everyone was boggeled as to how payment could have been made religiously for 4 years and then the assurance received after filing the claim from your staff, the airtime received, and then to be told on 99 that no, no money to bury your loved one, not a cent..no compassion at all, and Clientele is supposed to be the name people trust! According to your staff the claim was denied because the deceased was part of a crime at the time of death, when in an actual fact, the deceased was shot from the back by a police officer who was shooting on someone else who grabbed a phone. Even if there is a case stating different on the occurrences of events at the time of death, the deceased will never be alive again to defend himself, to plea guilty or not guilty and the court of law will forever be unable to make judgement on the same, so how can Clientele Life be the judge? How can they find him guilty of a crime no can at this point in time? Where do they get these powers? So all the money paid should now just be nothing even without judgement? All your promises on trained staff who were giving misleading answers until the day before the funeral should now just be left at that? As a family, we can't just allow this to just be left at that when Clientele left us in the lurch and in a humiliating position where we had to beg and in the end pay ourselves for our loved one to be buried..your services were unacceptable to say the least!