FNB funeral cover claims department

My uncle opened a funeral cover over 2 years ago and when we went to claim for they said the claim will be paid out within 48 hours on our way back from the branch we get another call which said they is a six months waiting period after 6 months how after 2 years then they we call back where consultants Tulile kagiso and delven all in Kensani’s team who called them self’s them leaders kept me on the call for an hour 15 minutes saying they are the team leaders and why tell us the claim will be paid then come with stories and how long is a waiting period for natural causes