Pathetic customer service

Was with Emerald for the past 5+ years and had my cousin who stayed with me for more then 10 years on the policy, she recently passed on and I had logged a claim on the 11 October 2023. They "investigated" by calling my niece and cousin who his the deceased biological sister, I was there with them while on the call with the investigator I heard everything and waited for the pay out until I had to contact them myself and enquire because the Wai was too long all to find out that my claim declined because they feel like we aren't related. I don't know how they investigated and came up to that decision because if they did they'd see even with hospital admissions I was always the next of kin since she stated being sick my signatures are there this person stayed with me until they passed on. This company is very useless and careless I regret ever doing business with them. I sent a complaint 2 weeks ago they don't even bother to contact me I'm still waiting