Bad service,rude manager

My aunt passed on about three weeks back and I took a cover last month with FnB,which is my main bank since 2014.My aunt's death was a result of medical Negligence on the hospital part.What happened is that,she was operated on gall bladder and the surgeon accidentally injured her bile duct which led to bile leakage which caused her untimely death.I went to the bank,they requested that I submit the following: Death certificate,copy of id of the deceased,police report, statement of the investigating officer..same was done.. Only for the claim to be rejected, When I went to the branch to enquiry,I was told that an assessor was going to call me back and she did,when I wanted to find out why, she tells me that FnB only covers car Accident,stab injuries or gun shot.Then I asked,if someone is operated an accident happens which lead to death, don't they cover?She said no..When I read my welcome letter from FnB it clearly states"An accident means an injury caused solely or unexpectedly directly or independently of all other causes sustained by external, violence or physical means".I went again into the branch on Monday 26/09/2022 and I was referred to the branch manager,who didn't hesitate to tell me that FnB is not going to pay and if they pay,she doesn't know on what grounds because people have been dying even on accident scenes and still no payment is made because they have completed their waiting period.I found her to be rude and unwelcoming.She even asked"Why do you say it's an accidental death,take it up with the hospital,but here we are not going to say it's an accidental death"My question to her was,"do you think my aunt went for this operation knowing that she might not make it alive?Then she said"I can't answer for her" But the accidental cover,covers only you and your spouse..I have never been so hurt like that when I walked out of Rosslyn FnB branch.No compassion,remorse whatsoever from a branch manager.According to the cover, accidental death doesn't have a waiting period.And now I am indirectly told that,my aunt should have waited for the waiting period, before the doctors accidentally killed her.I took the cover on the 28/08/2022 and she passed on 12/09/2022.And in all this, I'm the one making a follow up with my own phone and I also drive to the branch to find out what's happening.Since I was told that my matter was elevated to the senior.24/09/2022 I buried my aunt,in a less dignified funeral,after spending two weeks in both the forensic mortuary and the funeral parlor.Still up to this day I am waiting for feedback from them.FnB, you have truly failed me, not forgetting my aunt..