Bad service

I took a whole life cover for my father telephonically which included a funeral cover. Now that my father has passed on and I have to claim I’m told I’m not the beneficiary as it is stated the beneficiary listed is Estate, to my surprise when I took with Itumeleng Maila I specifically told him to put me as beneficiary as I have to access the fund to prepare for a funeral, he went and listed it as an estate now they r refusing to give me the funeral benefits, which I’m told could only be accessed at a later stage when an estate is opened.