Claim declined with no reason!!

My mother has a funeral policy (FI***9) with FNB. She submitted a death claim for my brother and the claim was declined with no explanation just a mere SMS was sent. FNB's funeral plan contract states that a suicide death has a 12 month waiting period, this policy is older than 12 months. Why was it declined? My name is Andisiwe, I am her daughter. Please call me to explain on ***. My mother is grieving the death of her son and has no money to bury him, I do not want her to be stressed by you so please call me!!