FNB acted on my behalf

I lost my aunt two months ago , which she was covered under my funeral cover , I submitted all the necessary documents to one of FNB branch (Dobsonville) which I was promised to be paid within 48 hours , to my surprise I did not get any communication from FNB for almost three days , FNB called my cousin to confirm my relationship with the deceased (what was the reason for the investigation) , they found my cousins contact number from the documents that I submitted for the claim , I battled with FNB for days before my claim was paid , which in that process I did not even get one call from FNB , I thought that was the only drama , yesterday I went to one of their branch , I requested the consultant to check all my polices if all is still in order , to my surprise I was told that it is only me under my funeral policy (meaning the three people that I have covered for four year, have been removed from my policy ) who authorised that from FNB ? Why I was not notified????? if I did not check yesterday , was this going to be a surprise when I put my claim?????? Is this how FNB treat their good customers???/ What is going to happen with the money that I have paid for four years....