Refusal to payout funeral claim

My cousin's had a policy for their mother which they took out for their mother.It was deducting from their accounts seperately.She passed away on the 7th of March and when they went to claim they were told not both of them will be paid out.Only one of them will be paid out.Now i fail to understand why they would deduct twice for premiums but whrn they have to pay out they only pay out one person.If this was a rule that they have why was this not communicated so that they are aware.This is very dissapointing because we had to make other amendments and could not plan this and a dignified funeral like we wanted to.We need help because the claim needs to be paid on both parties just as it was deducting premiums from both parties.First National Bank please address to this matter as soon as possible.This happened in Eastern Cape Queenstown.Thank you