FNB don't want to pay out funeral policies

Early this year we had a problem with the bank. My mother kept asking the bank to deduct her insurance. She even wrote a letter as she was to sick to go in. She was diagnosed with cancer. The money was in her bank account and she has been paying this funeral policy for years. She passed away in April, and yet the bank still didnt deduct the money but it was there. We were in and out at the bank, they kept sending us to this one and that one. But.long story short, we ended up getting nothing. After all those years of paying the policy. When they heard my mother is sick, I think that's when they decided to look for a loop hole or something in order for them not to pay. But anyway that's what they do. They were suppose to pay out R60 000, and didn't want to pay. This made us very angry. Thank you FNB for disappointing us in a time of need!