FNB Funeral Cover - ****s !!!

Good day, Policy number FI***0 I have an active funeral cover policy with FNB funerals and was one-month arrears with my premium. Sadly, and heartbroken one of the people that was covered under the policy passed on and I was advised by one of the FNB consultants to pay the arrears in my activate policy of which I immediately did and now FNB refuse to payout the cover amount of my Policy