FUNERAL PLAN POLICY CLAIM WAS REJECTED

My late son had a funeral cover policy at FNB bank as from 15/01/2018. On his tragic passing on 26/09/2022, we contacted FNB call centre to report the death. We were sent forms to take to the Investigating Officer and Claim application forms. The beneficiary was our son who is illeterate. When they assesed the claim they decided to reject the claim without sending us proper explanation. We demand a full written explanation about their refusal to settle the claim.