Unfairly treated

FNB refuse to pay out my funeral. My cousin who stayed with us, someone whom my mom took care of. They claim that this is not classified as extended family. Question why I have two policies and I am the bread winner, the one who take care of my mother after the death of my brother and sister. I helped my mom with every expense before the funeral and made loans to travel up and down. When we open these policies and they receive our monthly premiums, there is no questions asked but when we have to receive our money alot of investigation take place. The funny part is they called me the same week my claim was submitted to upgrade my policies but never called me about my claim, just a cold email to say they have rejected my claim.

Myself and my husband make plans to move to another bank.